Field Support Transition Lead
il y a 5 jours
 Overview:
Wipro Ltd, with more than 75 years of expertise and more than 200 000 employees across 6 continents, delivers Global Information Technology, Consulting and Business Process Services, in Cognitive Computing, Hyper-automation, Robotics, Cloud, Analytics and Emerging Technologies for international leading organisation across the World in diverse domains such as Aerospace and Defense, Capital Markets, Banking, Retails, Utilities, Platform and Software Products, Healthcare, Insurance, Oil and Gaz and many others.
Alongside large international partners such as Amazon, Google, Oracle, Microsoft, Salesforce, we thrill to overcome and empower our clients success across our values : being passionate about client’s success, treating every person with respect, being global and responsible, unyielding integrity in everything we do.
Our Diverse & Global footprint lays on:
- More than 1,200 active global clients
- Part of NYSE TMT Index
- 100+ nationalities represented
- 35%+ women employees
We are looking to recruit a Field Support Transition Lead (M/F) based in Lyon
Qualifications:
You have at least 5 years of experience in a similar role
Strong background of proven success in IT field services required.
Previous management experience of 1st and 2nd level desktop / network support team preferred.
Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support.
Strong leadership to mentor a team of decentralized 2nd level desktop / networking support technicians.
Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.
Previous leadership experience in an end user services environment is preferred with the ability to lead teams of contractors for network/server/storage infrastructure projects. Experience in this area is not required but a familiarity with it is preferred.
Ideally you are certified in one of the following SCCM 2012, ITIL Foundations, Industry standard technical certifications and Project Management
Participating in an on-call shift is also part of the job
You are fluent in English and in French
Roles & Responsibilities:
Your role will be to:
- Leading and mentor a team of 1st and 2nd level desktop / network support team
- Analyse and solve Problems, SLA adherence, Planning/Organizing/Work Management, Quality Orientation
- Provide project updates and reporting to stake holders
- Prepare and publish requirement register as per technology stack & asset landscape
- Review demand with the Technical Transition Tower Lead to identify gaps (if any) and raise it with relevant stakeholders to mitigate risks on delivery and operations
- Build account/customer specific plan and specific questionnaire based upon technology stack.
- Manage Risks by identification, Documentation & Notification proposed mitigation (People / Process / Technology Solution)
- Verify Access to Infrastructure and Systems, Backup Coverage and Monitoring Coverage. Ensure all members of the team are having access on the in-scope devices.
- Ensure any documentation defined as a contractual deliverable is prepared and signed off with all the required stakeholders within the required timelines
- Articulate Mitigation Plan for Identified risks to Transition and Go Live readiness & also acquire the customer sign off
- Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors
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