IT Service Desk Manager

at  UST Global

SKILLS

Operation Management,Service Level Management,It Service Management

ABOUT UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process

Compliance:

• Support information governance activities and audit preparations within the function. Act as a function SPOC for IT audits in local sites (incl. preparationinterface to local organizationmitigation of findings etc.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description. Coordination Support for CSI across all services in CIS and beyond

Role Proficiency:
Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide technical leadership (lateral or hierarchical) for the team to resolve customer issues
Outcomes:
1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms6) Perform root cause analysis to find out corrective and preventive actions after every major incidents and escalations7) Work on problem tickets for finding permanent solutions of repeated issues8) Create roll out and roll back plan for change implementation and ensure adherence for preventing unauthorized changes
Measures of Outcomes:
1) SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process – Number of NCs in internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirements
Outputs Expected:

Resolution:

• Understand Priority and Severity based on ITIL practiceresolve trouble ticket within agreed resolution SLA

Troubleshooting:

• Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Covert the new steps to KB article
• Perform logical/analytical troubleshooting. Work on problem tickets to identify permanent solutions

Escalation/Elevation:

• Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1L2L3 etc)adhere to OLA. Elevate to next levelwork on elevated tickets from L1

Tickets Backlog/Resolution:

• Follow up on tickets based on agreed timelinesmanage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tickets for infrastructure.

Installation:

• Install and configure toolssoftware and patches

Runbook/KB:

• Update KB with new findings
• Document and record troubleshooting steps as knowledge base

Collaboration:

• Collaborate with different towers of delivery for ticket resolution (within SLA); resolve L1 tickets with help from respective tower. Collaborate with other team members for timely resolution of tickets. Actively participate in team/organization-wide initiatives. Co-ordinate with UST ISMS teams for resolving connectivity related issues.

Stakeholder Management:

• Lead the customer calls and vendor calls. Organize meeting with different stake holders. Take ownership for function’s internal communications and related change management.

Strategic:

• Define the strategy on data managementpolicy management and data retention management.
• Support definition of the IT strategy for the function’s relevant scope and be accountable for ensuring the strategy is trackedbenchmarked and updated for the area owned.

Process Adherence:

• Thorough understanding of organization and customer defined process. Suggest process improvements and CSI ideas. Adhere to organization’ s policies and business conduct.

Process/efficiency Improvement:

• Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions.
• Take accountability for overall productivity efforts within the functionincluding coordination of function specific tasks and close collaboration with Finance.

Process Implementation:

• Coordinate and monitor IT process implementation within the function

Compliance:

• Support information governance activities and audit preparations within the function. Act as a function SPOC for IT audits in local sites (incl. preparationinterface to local organizationmitigation of findings etc.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description. Coordination Support for CSI across all services in CIS and beyond.

Training:

• On time completion of all mandatory training requirements of organization and customer. Provide On floor training and one to one mentorship for new joiners. Complete certification of respective career paths

Performance Management:

• Update FAST Goals in NorthStartrackreport and seek continues feedback from peers and manager. Set goals for team members and mentees and provide feedback.Assist new team members in understanding the customer environment

Skill Examples:
1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers. 2) Modify / Create runbooks based on suggested changes from juniors or newly identified steps3) Ability to work on an elevated server ticket and solve4) Networking:a. Trouble shooting skills in static and Dynamic routing protocolsb. Should be capable of running netflow analyzers in different product lines5) Server:a. Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb. Excellent troubleshooting skills in various technologies like AD replication DNS issues etc.c. Skills in managing high availability solutions like failover clustering Vmware clustering etc.6) Storage and Back up:a. Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management.b. Skilled in in core fabric technology Storage design and implementation. Hands on experience on backup and storage Command Line Interfacesc. Perform Hardware upgrades firmware upgrades Vulnerability remediation storage & backup commissioning and de-commissioning replication setup and management.d. Skilled in server Network and virtualization technologies. Integration of virtualization storage and backup technologiese. Review the technical diagrams architecture diagrams and modify the SOP and documentations based on business requirements.f. Ability to perform the ITSM functions for storage & backup team and review the quality of ITSM process followed by the team.7) Cloud:a. Skilled in any one of the cloud technologies - AWS Azure GCP.8) Tools:a. Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb. Skilled in SQL scriptingc. Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9) Monitoring:a. Skills in monitoring of infrastructure and application components10) Database:a. Data modeling and database design Database schema creation and managementb. Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.c. Backup and recoveryd. Web-specific tech expertise for e-Biz Cloud etc. Examples of this type of technology include XML CGI Java Ruby firewalls SSL and so on.e. Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.11) Quality Analysis: a. Ability to drive service excellence and continuous improvement within the framework defined by IT Operations
Knowledge Examples:
1) Good understanding of customer infrastructure and related CIs.
2) ITIL Foundation certification3) Thorough hardware knowledge 4) Basic understanding of capacity planning5) Basic understanding of storage and backup6) Networking:a. Hands-on experience in Routers and switches and Firewallsb. Should have minimum knowledge and hands-on with BGPc. Good understanding in Load balancers and WAN optimizersd. Advance back and restore knowledge in backup tools7) Server:a. Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasksb. Knowledge of AD group policy management group policy tools and troubleshooting GPO sc. Basic AD object creation DNS concepts DHCP DFSd. Knowledge with tools like SCCM SCOM administration8) Storage & Backup:a. Subject Matter Expert in any of the Storage and Backup technology9) Tools:a. Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems10) Monitoring:a. Strong knowledge in ITIL process and functions11) Database:a. Knowledge in general database management b. Knowledge in OS System and networking skills
Additional Comments:
IT Service Desk Manager Who we’re looking for We’re looking for an IT Service Desk Operations Manager who thrives on helping others give the best possible technical service. We’ve got a new site, new teams, and new ways of working. So we want someone who can build, lead, support and coach their team. You’ll challenge your team members to fix our internal customers’ problems quickly. And you’ll help them work together with other teams to deliver great service all the time. You’ll be on the frontline – busy, hands-on, and can-do. Making sure your team have everything they need to do their best. And always looking for ways to improve our service. About Us We’re a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future. We have around 4,000 people on six continents. And we’ve been around for over 200 years, but keep adapting as society and technology changes. What doesn’t change is our commitment to helping our clients, and society, prosper. The team We support our international offices by developing, rolling out and maintaining our systems and processes, using cutting-edge software and hardware. Our Campus means there’s a great working environment for the team. We know that helping you balance personal and professional commitments is a big part of that, so we’re open to flexible working. You can do this job 5 days per week. Our team has shifts, so you may be working early mornings, evenings and weekends. What you’ll do • Lead and coach your team members to be superb first points of contact for our internal customers • Make sure we’re consistent around the world, by working with your peers to hand over, follow through and fix internal customers’ problems and to improve common processes and controls • Produce governance packs to report management information on progress and risk, and present your proposals for improving customer satisfaction, effectiveness and efficiency • Nurture great problem-solving, by coaching your team members to listen to customers’ questions, understand what’s gone wrong, work out the right approach for them and fix their problems • Encourage team members to capture and share the right information about customers’ issues in ServiceNow • Help your team members to work with Support teams on complex or high-risk problems • Own the team’s issues, by sharing skills and insights, encouraging them to work with other shifts and teams, following up on unresolved incidents and communicating progress • Manage the team’s resources and workload to prioritise and sort out customers’ problems according to our service level agreement and shift patterns • Keep improving the team’s service, by gathering and reporting suggestions for raising first time fix rates, improving customer satisfaction and reducing risk • Keep up to date with changing security requirements • Uphold our standards, processes and policies The knowledge, experience and qualifications you need • 10+ years of experience in managing Service Desk Operations , managing Service Desk leads and Engineers for a global customer environment • Must have experience working for a Global Customer environment supporting multiple User location across APAC • Possess in-depth Technical knowledge on Service Desk call drivers and provide Technical guidance to the Leads and Analyst to improve First call resolution • Experience of understanding customers, managing incidents and meeting business expectations • Experience in IT Service Management processes like Incident Management , handling Major Incident management processes is preferred • Experience in auditing the Calls , Tickets , Knowledge articles, SOP’s and drive adherence to defined processes and practices • Experience in preparing Management dashboards and projecting the Service Desk performance to the Stakeholders • Experience of processes to keep improving service • Experience of maintaining a great service across different time zones • Good with Microsoft-based operating systems, especially Windows 10, Microsoft 365 suite, Desktop related Issues, VPN related issues, Software installations, Driver installations etc., • Experience of security tooling and of protecting networks that link to client devices The knowledge, experience and qualifications that will help • Knowledge, experience or a qualification in the ITIL Framework • Certification as a Microsoft Certified Professional (MCP) or equivalent • A degree-level qualification in a computing or technical discipline What you’ll be like • A motivating, challenging and supportive leader and coach • A great problem solver with the knack of coaching others to do the same • A really good communicator – great at listening, persuading, influencing and negotiating • Self-motivated and enthusiastic • Good at working in a team, and with other teams • A real attention to detail • Able to work un