Job Posting Date
Jun 24, 2019, 11 : 46 : 05 PM
This is a key ITManagement position within the World Area IT Infrastructure Team with thefollowing main responsibilities :
Is instrumental in the success of User & SiteSupport Service by ensuring that Remote Support Function is optimized anddelivers top quality support to remotely supported organizations
Is a management team member of overall ServiceDesk organization and as such contributes to the development and the success ofthe vision and mission of full Service Desk organization.
Fully Endorse Shift-Left Strategy by movingsupport workload out of local support when it is proven that acting remotelywould be more efficient.
Develops his organization to encompass any remotesupport function currently sitting in other organizations, with the goal toleverage and optimize the efficiency of this function throughout the whole ofEmerson.
Planning & Administration
Plans adequate training to grow team skills atappropriate level for maximum remote support efficiency
Follow and enforce Emerson policies and rulesregarding IT management, security, standards and procedures
Contributes to overall Service Desk budget buildingand controlling by following up his own team investments and expenses in thearea of travel and training
Produces dedicated metrics, analyzes them on aregular basis and present to relevant stakeholders with appropriate narrativeand explanations.
Monitors the dedicated support queue for his teamto make sure that tickets are handled within agreed SLA’s and to thesatisfaction of the remotely supported users.
Also monitors DSS support queues to identify whichtickets could be solved remotely and moved to the Remote Support Queue thenworks with relevant DSS support Queue managers to agree on transfer of workloadin a professional manner.
Make sure remote support is constant over a 24x7basis, ensuring that hand over of the issues between world areas support teamis seamless and to the benefit of the end user.
On an ad-hoc basis, allows remote support teammembers to temporarily travel on site to give necessary local support. Examplescan include local support of PC replacement campaigns or temporary backfill oflocal IT resource.
IT Infrastructure remote Support :
Act as a focal point for all IT issues(Infrastructure or Application) that can be efficiently resolved remotely
Helps local IT teams to leverage their time andremove from them repetitive tasks not requiring hands on support, thus givingmore face to face time to local DSS to address more complex local needs withlocal users and local managers
Helps developing the right End-user KB articles sothat end users can help themselves whenever possible
Resource Management :
Develops Remote Support function by combining andleveraging SME tasks with other remote desk side support tasks
Daily supervision and coordination of the remote ITsupport team’s efforts
Where appropriate share resources and skills withinand across Service Desk
Propose training requirements for IT remote supportemployees to ensure the team is always able to execute the mission with adequatelevel of skills
Manage and ensure adequate staffing is available ona daily basis for the Remote Support team to cover the different world regionstime zones based on historical expected daily volumes.
Communicate remote support strategy and plans tothe business leaders and IT managers and act as the bridge between users and ServiceDesk QA Service Liaison team
Establish well oiled working relationship withother perfect Execution team members, working in close relationship with Tier1and Tier2 team leaders to build optimal demarcation of workload between RemoteSupport and Tier1, Tier2 and POD support
Establish good working relationship with countryand local management, users and other sources of support and assistance, as anactor of User & Site Remote Support Service.
Also contributes to ContinualImprovement of USS Service.
Establish solid bridges with IT Service owners, inclose collaboration with Service liaison team, to maximize opportunities tobetter support those services remotely.
Education / Qualification Requirements of the Role
Education to degree level or equivalent, butexperience may be considered in lieu of formal education
Minimum of 3 years’ experience in IT Support Management
Managing remote resources / teams essential
General IT Technical Skills although leadership,management and administration skills are more beneficial
Strong knowledge of IT Service Management solutions mastering ServiceNow is a clear plus.
Strong customer focus with strong analyticalcapabilities
Ability to work under pressure and demonstrablyaction orientated
Language knowledge : Fluent in English (speaking / writing), other languages an advantage
Knowledge and appreciation of Global cultures
Flexible attitude towards working hoursand be prepared to travel in other World Areas if required
This is a Global role with potentially70000 users that can be supported remotely