IT End User Ex and Collaboration Manager

at  Intel

JOB DESCRIPTION

In Q4 2023, Intel announced PSG will be reported as a separate business unit beginning on January 1, 2024 with ongoing support from Intel. This position is associated to that standalone business strategy and is expected to fully transition to a standalone company at some time in the future with an anticipated target of Jan 1, 2025. We are a leading global semiconductor company at the forefront of innovation, delivering cutting-edge solutions for a diverse range of industries.

• Manages incidents for numerous critical services, diagnoses and troubleshoots existing systems, solves technical queries, and provides solutions to resolve issues.
• Works to improve the reliability and performance of the services, establishes and documents standard procedures for escalation of complex unresolved issues.
• Works with system architects and software engineers to translate functional specifications and technical requirements into flexible, scalable, and manageable support systems.
• Drives continuous improvement efforts by monitoring systems, hardware, and software and keeps track of developments with the help of different tools and technologies.
• Supports customer’s technology, product, service, and business processes.
• Drives technical and quality improvements across incident and knowledge management processes, and owns, measures, and monitors performance indicators (e.g. service targets, customer satisfaction, etc.).
• Facilitates systems integration testing (SIT) and user acceptance testing (UAT).
• Defines and performs software and hardware configuration across diverse platforms across the enterprise.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Electrical/Computer Engineering or related field and 9+ years of experience OR a Master’s degree in Computer Science, Electrical/Computer Engineering or related field and 6+ years of experience. Master’s degree or relevant certifications (e.g., PMP, ITIL) are a plus.

• Minimum 8 years of experience in managing customer service environment, service desk/ helpdesk.

• Strong understanding of information systems, software development lifecycle, IT infrastructure, and emerging technologies.
• Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders, and influence decision-making.
• Strong analytical and problem-solving abilities, with a focus on driving solutions and delivering results in a dynamic and fast-paced environment.
• Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Please refer the Job description for details