Capture and prioritize incidents, coordinate business and technical teams for development, testing and implementation of solutions.
Ensure SLA standards are met in resolution of L1, L2 and L3 incidents.
Investigate system issues, identify system/ process root cause, and determine path forward for resolution.
Co-ordination during any scheduled downtime activities and testing of applications
Managing Local Billing, generate proposals from local partner & participate in local procurement process including negotiations.
Monitor security compliance of local assets and report non-conformance
Provide Local Support to CATO ILMM Team, Server Team, and NOC Team as and when required.
Provide support for local Servers SCCM, AD, DL Creation, SAP Client support, etc.
Help troubleshoot site-specific application server issues, their connectivity, and essential services status in event of an outage.
Provide proactive ticket logging with SaaS partner in coordination with the application team.
Help creation of site-wise documentation, SOP Creation, Knowledge Base Creation, and drive adoption of best practices
Identify IT Asset Refresh / Renewals for Laptop, Desktops, Network Assets, Servers, etc., basis available Site Inventory on a proactive basis, get quotes, prepare budgets and work closely with Regional & Corporate IT for timely closure.
Leverage relationships with business, vendor, and IT partners to identify the best fit solution.
Coordinate work across all functions to share available capabilities and implement as per best practices.
Capture and prioritize requests, coordinate business and technical teams for development, testing and implementation of solutions.
Develop and maintain test plans to be executed after system upgrades.
Responsible for the delivery of End User services and solutions for respective site, oversee and manage all centrally identified projects including planned maintenance activities.
Provide hands and feet support in data center operations.
Drive Information Security Initiatives & Training rigorously
Understand the business and customer needs to introduce solutions that solve business problems.
Stay abreast of technical trends and promote opportunities that establish and meet productivity and usage objectives
Identify value generation opportunities through system / process engineering to support current and future technology investments
Participate in technology events and seminars keep updated with new developments.
Stay abreast of emerging End User Computing software and hardware technologies
Identify trainings that end users need and coordinate with Central IT team to provide the necessary training
Develop materials and execute training across various mediums.
Keep documentation updated and continue to apply learnings to business.
Maintain proficiency and in-depth technical knowledge of EUC solutions Identify and partner with key users to form a strong, dedicated support network to drive technology adoption and usage
Serve as point of contact and Subject Matter Expert to Birla Carbon Employees and Contractors.
Identify local cost optimization initiatives and implement them in coordination with Birla Carbon Corporate IT Team
IT Billing / Invoicing Support
Some travel for Thailand, Bangkok office (on need basis)
Qualifications :
Technical bachelor's degree or equivalent
Minimum of 8-10 years of experience of working exclusively in End User Support Domain
Strong experience on Computer Hardware and Office 365 application
ITIL certification, MCSA, other relevant certifications (good to have these certifications, not must)
Working knowledge of any ITSM tools such as ManageEngine / ServiceNow are strong pluses
Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate infrastructure and end user computing concepts to technical and non-technical audiences.
Team player with strong analytical skills and the ability to understand and resolve complex problems.
Ability to work effectively under pressure and to tight deadlines.
Willingness to take ownership and accountability.
Knowledge of ASRS - (Automated Storage and Retrieval System) (added advantage)
