IT End User Services Team Lead Job Vacancy in Aveva India – Updated today

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Full Details :
Company Name : Aveva
Location : India
Position :

Job Description : Vacancy No VN5781

Vacancy Name IT End User Services Team Lead

AVEVA Employment Type Full Time Permanent

Primary Function GIS

Location Country India

Work Location

About our Opportunity AVEVA is a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value. We call this Performance Intelligence. AVEVA’s comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency. AVEVA supports customers through a trusted ecosystem that includes 5,500 partners and 5,700 certified developers around the world. The company is headquartered in Cambridge, UK, with over 6,500 employees and 90 offices in over 40 countries. Learn more at www.aveva.com.

We take pride in our core values and the diversity of our people, valuing the unique experience and expertise that people from different backgrounds bring to our business. At AVEVA, we’re all about Limitless possibilities. Are you?

Job Location: Hyderabad

Job Title: IT End User Services Team Lead India

Reports to: IT Services Manager APAC

Department: AVEVA IT End User Services

Job Purpose

The primary focus of the IT End User Team Lead is to co-ordinate and facilitate the rapid resolution of incidents ensuring performance in-line with End User Services KPIs, providing business critical information and ensuring timely response to service requests impacting our end customers’ business operations

Dimensions

This role sits in the End User Services (EUS) APAC team, within IT Operations and is responsible for leading a team of onsite and remote desktop support engineers specialising in the supporting laptops, desktops, convergence devices and peripherals for 2nd-line Windows OS issues, building, imaging and deployment of hardware. You will be leading the function which supports users across multiple sites.

This requires someone from a strong technical background who can not only manage the India IT EUS team who can support the regional requirements whilst being part of a Global Delivery unit but can also act as an escalation point for some of the more challenging technical and operational issues.

Principal Accountabilities

Providing IT support to all AVEVA APAC staff in all locations. Diagnosing and resolving IT hardware and software issues and ensuring hardware in good working order.

Prioritisation of workloads in high pressure environments.

Evidence of your ability to manage SLA’s, KPIs and ticket queues, coordinating workloads effectively.

Assisting and instructing local technical staff to perform regular IT operations and maintenance activities in small/remote offices without designated IT support personnel

To manage asset lifecycle of IT hardware including the secure return and disposal that contains data, ensuring that data is destroyed in accordance with AVEVA IT policy and with any current legislation.

IT End User Services Team to manage the escalation process, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review for the APAC region.

To ensure that appropriate and up to date controls, processes, documentation and procedures are in place and followed.

To make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

Conduct regular patching and health check on all systems throughout the estate.

To be an ambassador for IT, working across the organisation to provide effective communication on all IT matters and build relationships with other teams to establish effective dialogue between departments.

Providing occasional onsite support services at client locations, events in cooperation with the relevant sponsors and stakeholders.

To effectively manage staff including mentoring, training, career development and performance assessment.

To undertake any other reasonable duties as requested

Maintain a knowledgebase for resolving past incidents.

Important Working Relationships

IT Services Manager APAC

Head of End User Services

Members of the AVEVA IT Service Management team

Members of the AVEVA IT Operations teams

Members of the AVEVA Security teams

Real Estate and Facilities teams

Members of the end user community

Third parties, including service providers

Experience Required

The individual can demonstrate:

The ability to stay current on technology trends and to assess their possible benefit to AVEVA staff.

A well-organized and meticulous work ethic.

Exceptional communication skills, both verbal and written

Strong leadership skills including the ability to motivate a team.

The ability to lead “from the front”.

Strong people-skills; a good communicator, listener and someone who can express their requirements concisely, accurately and with consideration.

The ability to treat staff matters with the appropriate level of confidentiality.

Systematic, disciplined and analytical approach to problem solving with good attention to detail.

Knowledge and experience of ITIL – ITIL certification desirable but not essential.

Experience of working with ServiceNow would be desirable but not essential

Technical Knowledge:

Working knowledge of standard SW issues including;

Microsoft Windows and Windows Servers operating systems including Hyper-V

Mac OS and VMware would be an advantage

Proficient in Microsoft Office Applications, Office suite, Visio, Project

Callaboration tools Teams, SfB, WebEx, Zoom, SharePoint

Active Directory and Office 365 administration

BitLocker encryption

Experience of Supporting Apple iOS and Android based devices via MDM systems

In-depth exposure to various IT hardware including communications and AV equipment

Printer network troubleshooting

Multi-factor authentication technologies

Communication and documentation skills

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