Job Description

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

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Experience:
Associate's degree and/or 8-10 years of experience.
Strong background of proven success in EUC Engineering services required.
Previous management experience of leading a team of EUC Engineering services team preferred.
Solid record of success in managing customer satisfaction in an IT Services environment that includes EUC technologies like SCCM Infrastructure management, Image management, software distribution, app packaging, MDM, patch management, custom reporting etc.

Skills:
Proactive Analysis & Problem Solving, SLA adherence, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customer’s organization.

Certifications:
SCCM 2012, ITIL Foundations, Industry standard technical certifications, such as A+, and Project Management certification preferred.

Leadership:
Position requires strong leadership to mentor a team of EUC engineering engineers spread across Image management, software distribution, app packaging, MDM, patch management etc. Ownership of customer satisfaction across numerous sites and levels of management also required. Previous leadership experience in an end user services environment is preferred. Ability to lead teams of field support technicians.  Experience in this area is not required but a familiarity with it is preferred.

Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

Participating in an on-call shift is also part of the job. Travel is required to customer locations.

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

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