Operations Management Practitioner

Department Description The Client Productivity department is responsible for:

• Microsoft Windows operating system lifecycle management
• The Ubuntu Desktop operating system platform
• Microsoft Office Applications and other client tools
• Microsoft Exchange Email and Messaging services
• Client encryption services
• Asset / configuration management and software delivery
• Client Management infrastructure and services, including traditional and MDM
• Standards for PC hardware, tablets, printers, etc.
• Testing and certification for desktop client software and hardware
• Direct relationships with Microsoft and Dell for client strategy and support Position

Overview/Description:

• We are looking for an individual to help drive Company’s Client monitoring services to the next level of a frictionless customer experience and operational maturity, focused on Systrack monitoring into service improvements and operational excellence.
• This person will support global efforts to drive exceptional customer experiences.
• He or she will partner with internal and external personnel resources across teams to complete these objectives.
• Creativity and analytical thinking will be used to shape the offering to a focused client strategy in order to ensure successful deployment and use of the clients across the enterprise, with a focus on customer experience and service operations.
• This department is comprised of seasoned engineers committed to delivering high quality technology experiences and helping the business succeed.
• We have team members across the globe and build the client service experience to cover Company’s entire global footprint.

Skills Required:

• A passion for end-user technology and Customer-focused mentality
• Good experience in working with any client monitoring tools and preferably in Systrack/Workblaze
• Excellent understanding and use of PC hardware , client operating systems and software
• Good understanding of client device management, E.g.: Intune, SCCM
• Light exposure to programming and scripting experience.
• Excellent understanding of client operability and troubleshooting techniques.
• Excellent skills in Data Analysis and make right decisions to improve customer experience.
• Excellent communication (written and oral) skills
• Demonstrated leadership, consulting, negotiation, and interpersonal skills.
• Demonstrated ability to work effectively on cross-regional and cross-functional teams.
• Willingness to learn, self-starting, and self-sustaining.
• Able to work strongly focused on the mission at-hand and work independently.
• Strong organizational and presentation skills.

• Agile Transformation
• Site Reliability Engineering
• Azure SaaS service monitoring
• Certification on any Client Monitoring Tool

Experience Required:

• 2+ Years in Client Monitoring experience
• 3 + years in Client L2/L3 operations

Education Required:

• Bachelor degree

Additional Information :

• At present, the team is working in a hybrid on/off-prem state.
• In-office time will be required to collaborate with teams, though flexibility is certainly promoted.
• L3 support may require direct customer interaction and creative solutions potentially outside of home or off hours.