Job Description

Manager IT Business Services \xe2\x80\x93 Hyderabad, IndiaThe RoleThis role is based at the Solera Office in Hyderabad, India. It calls for an individual that is very highly motivated, experienced in executive-level support and relationship management.Able to manage multiple and competing priorities and to remain calm under pressure. \'Always on\xe2\x80\x99. The role encompasses day to day management of the On-Site Support teams in the NA and LATAM region, whilst supporting the delivery of key global projects and audit requirements for Internal and external audits. The role encompasses all activities and technologies related to a leading-edge enterprise office environment, including desktop and mobile hardware & software (Windows, Mac, IOS & Android), AV distribution and networking. There is no such thing as a typical day, each will be different, some will be reactive, and other days will be driving forward to ensure stability and consistency in all of the technology platforms.What You\xe2\x80\x99ll DoCore RequirementsLeadership:
Manage the APAC On-Site Support and Remote Services Teams for all Solera entities, ensuring effective leadership and development of a team of 20 members.Performance Management:
Responsible for delivering KPIs & SLA metrics for the team, ensuring high performance and continuous improvement.Experience:
10-15+ years of experience in IT infrastructure, demonstrating a strong technical background and problem-solving skills.User Support:
Provide high-level support to the end-user community, including knowledge workers and C-suite executives, ensuring quick resolution of software, hardware, desktop, and mobile device issues.Mentorship:
Conduct 1:1 sessions with team members to mentor and guide them, fostering a culture of continuous learning and improvement.Innovation:
Develop innovative solutions to user problems, either by following established procedures or creating new approaches.Technology Management:
Support office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, and AV streaming technology.Vendor Management:
Leverage vendor support to offer the best solutions quickly, ensuring efficient and cost-effective service delivery.Asset Management:
Oversee the asset lifecycle from procurement to decommissioning, ensuring IT inventory levels are maintained appropriately to fulfill new starter and other IT asset requests timely.Employee Lifecycle Management:
Manage IT onboarding and offboarding processes for the region, coordinating with HR, facilities, finance, etc.Continuous Coordination:
Work closely with IT vendors to ensure on-time delivery of goods and services with zero service disruption.Policy Review:
Regularly review and suggest improvements to global IT policies, considering regional dynamics.Team Development:
Directly responsible for the recruitment, performance appraisal, and upskilling of team members.Budgeting:
Oversee IT budgeting and forecasting for the region, ensuring financial efficiency.Stakeholder Management:
Coordinate with regional stakeholders such as Engineering directors, HR, and Finance heads.Other RequirementsTicket Management:
Ensure support tickets are closed within SLA, providing meaningful information.User Management:
Handle user onboarding and offboarding using AD tools, manage mailbox moves, phone setup changes, etc.Process Improvement:
Continuously seek ways to improve processes, challenging the status quo.Hardware Deployment:
Deploy hardware using Intune and Autopilot.Compliance:
Ensure all activities are carried out with data security and SOX compliance in mind.License Management:Oversee the maintenance and timely renewal of all licenses. Focus on cost reduction by consolidating licenses and decommissioning those that are unnecessary.What You\xe2\x80\x99ll BringSpecificallyBackground:
multi-disciplined experience, capable of working at all levels within the company on any type of IT problem or project.User Support:
Strong and proven experience with user support in a mixed-vendor, mixed OS environment.Relationship Building:
Ability to earn trust and build relationships at all levels within the organization.Priority Management:
Effectively manage multiple priorities with strong verbal and written communication skills.Innovation:
Creativity and capacity to innovate.Travel:
Ability to travel 20% annually.Must-HavesTechnical Proficiency:
Fully conversant with Windows & MacOS, able to use each interchangeably.Hardware Knowledge:
Proficient with Mac & PC hardware, IOS hardware, and related accessories.Software Experience:
Strong and demonstrable experience with the full Office365 suite.Executive Support:
Prior experience in executive-level/white glove support.Conferencing Tools:
Prior experience with Zoom and Microsoft Teams conferencing (Zoom Rooms & MTR).Desirable SkillsOffice365 Administration:
Specific experience with Office365 from an administration point of view.Enterprise Tools:
Familiarity with Jira, AD Manager, AzureAD, InTune.Troubleshooting:
OneDrive & SharePoint troubleshooting.Networking:
Basic network and hardware troubleshooting skills.

Solera