Sr Mgr-Systems Engrg
- Verizon
- 7 - 10 years
- Hyderabad
- 20 days ago
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Job Description
What youll be doing
Youll be part of the Global Infrastructure organization that provides end user support to the workforce in Verizon India. As a Sr Manager of the End User Support team, youll be responsible for the following.
- Identifying, diagnosing, and resolving the issues in computer hardware and software in a system such as laptops and PCs
- Working with other infrastructure stakeholders and collaborate with them to address issues around Desktop packaging & distribution, CITRIX VDI & computer networking
- Building and nurturing high performing teams & Stakeholder collaboration to address
- Providing ongoing performance feedback, coaching, training and development.
- Adapting industry leading practices in service management and infrastructure enablement to improve cost of operations and operate with high service levels and customer satisfaction scores.
- Analyzing employee journey and embarking on transformative initiatives to enhance employee experience
- Be flexible to work in shifts based on business requirements
- Mentoring & Coaching the team technically for unresolved issues
- Stakeholder management, User experience focus, vendor management.
- Leading virtual teams and be accountable for
- Support teams Availability
- Handling escalations
- Adhoc requests
- Performance management & Stack ranking
- Tracking KPIs & Monitoring AYS dashboards for insights
- Creating executive level dashboards & drive meaningful partnership
- Manage complex projects and programs
- Providing desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
- Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same.
- Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
- Developing strategies, assisting with designs and applications, software testing, development for preventing a technical breakdown in future.
- Monitoring and analyzing the performance of an upgraded/changed system, keeping track of its performance, reliability, risks, and benefits.
- Strengthen Employee Engagement and build a culture of learning & innovation
- Bringing new ideas and process improvements
- To reduce ticket Volume
- To provide better employee experience
What were looking for
You'll need to have:
- Bachelors degree or four or more years of work experience.
- Six or more years of experience in IT Infrastructure support
- Experience in providing IT support for desktops, printers, peripherals and mobile devices
- Possess an engineering-centric background and a user first mindset
- Good communicator with presentation, Interpersonal and Problem solving skills.
- Program Management skills and an ability to influence internal and external stakeholders without exercising authority
- Experience in Service Now Tool reporting and usage
Even better if you have:
- Certified ITIL v3 and above
- Infrastructure certifications such as CCNA, Citrix, Virtual Desktops etc.
- Good knowledge in Python, Powershell, Looker, Grafana, Splunk
- Good knowledge in AIOPS
Job Classification
Industry: Telecom / ISPFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: VerizonLocation(s): Hyderabad
Keyskills: Systems Engineering Powershell IT support IT Infrastructure support Service Now Tool Looker Splunk AIOPS Grafana Python
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