DWS Tower Lead

Job Description

IntroductionAt IBM, work is more than a job - its a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things youve never thought possible. Are you ready to lead in this new era of technology and solve some of the worlds most challenging problems If so, lets talk.Your Role and ResponsibilitiesAs a DWS Tower Lead, you will be the Single Point of Contact for Operations team and responsible for overall end user services for the defined Account and Client. You should have strong leadership and Governance over teams, With fluent communication skills with Client, management, Partners, Teams & Other third parties. You should be able to handle day to day escalations in operations at various leadership levels. Responsibilities:

• Handle a strong outsourced team of 250 technical resources providing Level 2 deskside services to end users and hands & feet support to other functions/horizontals in the organization. (Desktops, Laptops, Thin Clients, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centres and Hub Rooms)
• Pay attention availability and quality of resources. Early Warning Signs, Attrition & timely Replacements
• Regularly evaluate training needs and get them organized. Regular connects with team to keep them motivated. Strong Interpersonal skills to drive the team
• Establish Operations review structure to collect pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, VOC s, Tickets Hygiene, IT Onboarding and Offboarding
• Participate in various scheduled Operations reviews, own and sign off P4 and service request performance
• Handle business blocking issues and demonstrate strong customer centricity skills while handling them.
• Work closely with Operations teams to identify improvement areas and initiate Service Improvement Plans in targeted areas for quantified improvements in stipulated time. (CSI)
• Establish documentation and procedural standards for End User Services and work with other regions to build standard methodologies and implement globally
• Strong analytical skills to analyse ticket dumps and other available data and draw inferences to improve operations
• Good understanding of Ticketing and CRM tools. Provide feedback from time to ensure that ticketing and other self-help tools are configured and functioning accurately from end user point of view.
• Work Closely with IT Vendor Governance team to ensure partner is delivering services as agreed (SLA Management, Resource Management)
• Collaborate and work closely with SD & Resolver teams to ensure timely delivery to end users and identify areas which can be supported remotely or automated
• Manage relationship with Corporate Business stakeholder and cater to their IT needs
• Work Closely with Sales and Solution team to deliver end user services reciprocally
• Collaborate with other functions and horizontals within IT

Required Technical and Professional Expertise

• Plan & Drive project activities for Infrastructure Upgrades/Refresh and new technology rollout and share leadership updates
• Plan & support client with any ad hoc activities or Office movement or IMAC deliveries
• Report back the progress in a timely manner
• Drive & align team members appropriately to these activities & fill-in any gaps to meet the Target dates under project management
• Work closely with vendor partners to ensure accurate support to end users for warranty cases/cases in their scope
• Regularly review their performance, share feedback and improvement areas with them
• Advance Operational challenges if any.

Preferred Technical and Professional Expertise

• Working knowledge of any of the End User Devices and Mobile Devices with SCCM & MDM services etc.
• Provide thought leadership to embrace new technologies, evaluate new technology, conduct feasibility
• Contractor ID Management. (Extension, BGV update, Exits/Deletion for aligned team members)
• Ability to creatively seek internal clients requests to work around limitations of mobile app and registration site
• Track AMC Contracts and initiate renewals timely. Finalize Scope for new AMC s/Renewals

• You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
• Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
• Intuitive individual with an ability to manage change and proven time management
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed

About Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. Its a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, What else is possible GTS is the place for you!Your Life @ IBMWhat matters to you when you re looking for your next career challenge Maybe you want to get involved in work that really changes the world What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion Are you looking for a culture of openness, collaboration and trust where everyone has a voice What about all of these If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.,

Keyskills :
design thinkingglobal deliverysupport servicesmobile devicesservice improvement planscreative designuser experienceanalytical skillstraining needsaudio masteringstrong interpersonal skillsearly warning