End User Compute Ldr


Job Description:

Job Description:

The End User Compute Lead is responsible for delivering reliable computing and communication solutions to all Birla Carbon employees globally.  The goal of this role is to improve productivity of employees and deliver solutions that are useful and easy to use.  This lead is responsible for delivering, securing and maintaining all devices (desktop, laptop and mobile), operating systems, email/messaging, unified communications, video conferencing, including client computing lifecycle and software roadmap.  Manages internal Birla Carbon and Service Desk operations that deliver PC refresh and support for client computing incidents and problems.

 

  • Deliver world class deskside and service desk services (EUC) to all Birla Carbon locations globally and drive execution excellence
  • Oversee the delivery of services from Third-Party service desk
  • Operate EUC services to meet and exceed SLA’s by planning, executing, and managing proactively.  Provide 24x7 continuous service monitoring and preventive maintenance capabilities.
  • Establish key performance indicators, metrics, and focus to drive the EUC operations organization.
  • Build a strong global team, leveraging IT site contacts and coordinators. Grow and cultivate a multi-discipline EUC operations team with expertise in desktop operating systems, collaboration tools, service desk, monitoring, architecture, security and management tools
  • Manage 3rd party service providers to meet and exceed SLA commitments.  Leverage external partners and vendors to enhance effectiveness as needed.
  • Plan strategy and build an evolving organization aligned with Birla Carbon’s needs. Collaborate with business and IT leaders within the company on operational excellence, service innovations, governance, and security.  
  • Manage the tech refresh plan and manage capacity growth proactively with accurate forecasts.
  • Manage development and dissemination of end-user documentation

Qualifications:


 Education and Experience:

·  Bachelor’s degree in Computer Science, Management Information Systems or other related field

 

·    Minimum 7 years of IT experience and 3 – 5 years of EUC focus area expertise with a comparably sized or larger company

·     Basic Manufacturing Knowledge &  Mission critical support 24X7 experience

 

·         Proven ability to partner with the business and IT to set and execute EUC strategy

 

·         Experience in assessment, implementation and ongoing management of managed services and cloud services



Knowledge, Skills & Ability:

·         English speaking

·         Demonstrate project expertise with end-user computing platforms and end user services implementations

·         Strong product, service and vendor knowledge

·         Experience working with onshore and offshore teams

·         Experience working with insourced and outsourced IT Operations

·         Strong analytical and problem solving skills

 

       

 



Minimum Experience Level:
6 - 8 Years

Report to:
Director Infrastructure Services & Operations

 
Please ensure the completeness of application. Incomplete Application will not be accepted.