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Technical Lead - Global Client System Management

  • Salary: Up to £0.00 per annum
  • Location: Spain
  • Job type: Permanent
  • Sector: Information Technology
  • Job reference: BBBH381109

Job description

Role: Technical Lead - Global Client System Management

Onsite/Offshore: Onsite (Madrid-Spain)

Recommended Profile / Skills

* 8 to 12 years of experience in IT Services preferably in managing global customers

* Experience in manging Projects based Client Device Management technologies including Transition and Transformations

* Experience in managing team and should possess Techno Managerial skills

* Hands-on experience on scripting using VB, Powershell

* Demonstrated interpersonal, collaborative and commitment to operational excellence skills

* Completes tasks and assignments with a strong customer focus and a highly responsive service delivery and support ethic

* High organizational and communication skills

* Takes a proactive, collaborative and supportive approach when interacting with colleagues

* Upper Intermediate English level in reading and writing ( B2 or similar)

* Technical skills to operate the technologies in scope is a must.

Responsibilities Include:

* Ensuring the availability of the system management infrastructure, client based windows applications, and security patches to the business.

* Installation, administration, monitoring, incident and problem resolution and event handling, specifically software distribution, applying ITIL best practices and following strict quality guidelines.

* Interaction with Software Packagers and Application Portfolio Managers worldwide.

* Close contact with the Global Support Center and Local Site Administrators, Service Management and other technical service providers (backup, windows, server admins, SQL admins, desktop engineers, etc…) areas.

* 3rd level support and troubleshooting client based OS, Windows 7.

* 3rd level support and troubleshooting APP-V.

* GPOs implementation and troubleshooting.

* Browsers support and troubleshooting (Java Ruleset, Browser re-direction, etc.).

* Project support. Taking active part in the technical solutions and projects to ensure that the impact to the current service is kept to the minimum.

* Consultancy and support to any other areas in the company needing advice/guidance in the use of different technologies.

* Identifying gaps and seeking opportunities to improve the team's operations. Continuous Improvement.

* Ensuring SLA and QA compliance.

* Ensures ITSM framework, CPE processes, tools and SOPs are implemented, utilized and supported end to end.

* Vendor Support and Management.

* Ensuring Stability and Reliability in the Internal Services and ensure that the platforms are patched, upgraded and migrated according to established processes.

* Keeping a close relationship with the key stakeholders and partners to be aware of the up and coming technology and service changes.

* Encourage and ensure that Senior members improvement proposals are being implemented in production, where it makes sense. As part of the Continuous Improvement Cycle Methodology.

* OCM Management. Ensuring that there is fluent communication to Solution Owners and Regional Service Centres. Thus, the necessary user communication could be provided, and the local support teams are aware of any possible impact.

Risk management:

* Coordination and alignment of the overall Risk Management Process.

* Training of Risk Managers.

* Configuration and usage facilitation of Risk Management Tool.

* Facilitating the appropriate use of risk management methodologies and tools. Best practices.

* Quarterly Risk reporting.

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