Infrastructure Service Delivery Coordinator

Job Description

Manages Service Delivery, Client and Infrastructure Operations incl. local team for Bangalore, and India Locations.Manages local infrastructure projects (form initiation through closing)Implements new Services with local and global team and manages Service Catalog.Ensures that systems, processes, policies, and methodologies specified are followed and to ensures effective monitoring, control and support of service delivery.Establishes and manages the IT Service Level AgreementsBuilds IT service relationship with customers.Builds IT service relationship with application teams and Business Relationship ManagersParticipating in global regional Infrastructure & Service Delivery operations meetingsAttend client service review meetings; areas covered will include performance reports, service improvements, quality, and processesEstablishes and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgetsDrives ITIL framework throughout IT organization including:Change managementService Level managementFinancial managementRecommends/develops IT StandardsWatch compliance of BorgWarner IT standards in the plantsFirst contact for the customer in case of new IT services/projects (mentor)Provide the first level support on India IT infrastructure including Desktop /Servers ,network and telecomCoordinate with WHQ IT, authorities and service provider to roll out various networkConfigure network and telecom equipment as needed, apply necessary IT securities on the equipmentsHandle break/fix issues as required on network and telecom equipment.Create and maintain network and process documentation covering backups, patching, hardware, software or other items as deemed necessary by their supervisor.Perform after hour maintenance and emergency on call work as neededAbility to provide technical direction and coordination to the resolver groups involvedParticipating in the Change Control Board and Change Control ProcessDemonstrable ability in managing windows server 2012/2016/2019Proven expertise to respond to all systems alerts - error indicators, error messages, failures, and peripheral malfunctionsValidated expertise to create and manage user groups, renaming groups, deleting groupsPOSITION ACCOUNTABILITIESSDC Ensuring that the sites infrastructure and its services are up and running meeting predefined SLA.Ensuring that daily IT operations and service delivery are properly executed.Developing infrastructure plan and capacity planning to meet business growth.Managing infrastructure projects.Applying policy / rules defined and promote it to its team.Managing IT Helpdesk and IT Infrastructure and Operation teamEDUCATION/EXPERIENCE QUALIFICATIONS7-10 years working in Information Technology5 years working in an international IT Service TeamExperienced in ITIL framework, especially incident-, problem-, change-management, reporting and overall SLA management certification is a plus.Experience in leading shared and external Service Teams/Provider ManagementProven people management skills, team leadership and international working experienceExperience in ensuring/implementing a service delivery standard in a large organizationComfortable presenting technical topics to business associatesExperience on SCCM/System Center Configuration Manager along with integration experience with AD/Active Directory and Virtualization: VMwareWorking experience with SSL VPN Equipment, Cisco PIX firewall, Cisco IP telephony and Cisco wireless networksExperience on Active Directory, Exchange, Service Desk, SAN, NAS.Experiences with cabling and ELV projectCCNA, CCNP and MCSE is preferred.Ability to prioritize multiple tasks, work under tight deadlines with minimal supervision.Attention to detail and ability to quickly learn new technologies and toolsStrong oral and written English is required.Demonstrated ability to learn on the fly and acquire new skills via both instructor-led and self-training coursework is required.KnowledgeITILProject Management Methodologies/ProcessesRoot-Cause AnalysisSkills and Abilities:Strong communications skills needed to interface with high-level customer representativesStrong priority setting and planning skillsAbility to publicly represent the company and department with internal and external clientsAbility to use own judgment and initiative in problem resolutionBlonie based with up to approx. 30% travelAbility to work remotelyProficient in Polish and English additional other European languages is a plus,

Keyskills :
change managementincident managementslamanagement