IBM jobs - DWS Tower Lead

Introduction
At IBM, work is more than a job - it's 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 you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
As 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