Work Place Services Manager

Roles & Responsibilities :

Ø Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function.

Ø Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency.

Ø Establish metrics to measure efficient use of existing systems and resources.

Ø Activity Monitor team performance to ensure service levels and expectations are being met.

Ø Provide leadership/support to ensure projects are staffed appropriately and timelines are met * Manage staff of engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met.

Ø Monitor ongoing staff performance, identify, and communicate opportunities for improvement.

Ø Work closely with field services staff to ensure proper escalation of technology issues.

Ø Author or assist team in the publishing of written requirements definitions for aspects of assigned projects.

Ø Document assigned business process flows and use-case scenarios.

Ø Create and maintain standards catalog which lists all core end user device platform standards and/or services provided by Desktop Engineering * Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met.

Ø Ensuring compliance with hardening; patching; AV.

Ø Ensuring compliance across various agents installed on.

Ø Planning up for any immediate production upgrade or ramp-up requirements.

Ø Weekly meeting with the team for any new requirements/projects/migration etc.

Ø Setup KRA for team and ensure steps are in place for quarterly performance and annual appraisal review.

Ø Desktop Endpoint security audit preparations for any external client audits and internal audits.

Ø Planning and designing of movement/migration of endpoint related devices

Ø Work closely with other IT Teams in ensuring better experience to clients on various process (including on boarding & off boarding) .

Ø Managing shift and ensure escalations are closed as per the SLA.

Ø Manage Standalone systems at par with the security standards.

Ø Work closely with business and have regular connects with their SPOC.

SPECIFIC KNOWLEDGE: (SKILLS)

Ø Excellent leadership, customer service, communication, and organizational skills required.

Ø Walking long distances multiple times, a day

Ø Comprehensive experience in analyzing complex functions, procedures and problems to find creative, logical and appropriate solutions required.

Ø Experience managing Active Directory policies required.

Ø Extensive knowledge of PC operating systems and registry management required.

Ø Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.

Ø Experience with wireless device management required

Ø Experience with software distribution systems required.

Ø Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting required

Ø Experience with Anti-virus management consoles and troubleshooting required.

About the Company:

Mercedes-Benz AG, a pioneer of automotive engineering, sees shaping the future of mobility in a safe and sustainable way as both a motivation and obligation. Mercedes-Benz is consistently implementing its strategy to transform itself toward a fully electric and software-driven future.

Mercedes-Benz Research and Development India (MBRDI) is the largest research and development center for Mercedes-Benz Group AG outside of Germany. MBRDI’s expertise includes developing new technologies like connected, autonomous and electric in the mobility world - driving digital acceleration, leading excellence in-car software and paving the way for sustainable mobility. MBRDI currently employs over 8500 professionals in the field of engineering, digitalisation, testing and simulation, and data science, with people at the heart of our culture. Our philosophy - When every individual shines in his or her own capabilities, we shine!

Qualifications: (Those required to do this job effectively): B.E/B Tech

Industry Certifications: ITIL V3.0, PMP, MCA, MCSE, HAM

No Of Years: 12 - 15 years

Type of Work: Technical, Governance

Area of Work: OEM Certifications, M365, AD, MPS, Asset management

Desirable skillset:

· Project Management.

· Exposure to ITSM tools.

· Experience in making security recommendations.

· Good communication, documentation, and customer service skills

· Experience of working with 3rd party service providers Proactive team player

· Able to communicate across various business lines.

· Excellent oral, written and presentation communication skills.