Experience required for the Job: 2 - 5 years Job Location: Bengaluru/Bangalore
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Dear Candidate,
We, at Walk In Solutions, provide services to most of the renowned companies across India. Currently we are having openings for Sr. Executive Device, Hindustan Unilever Limited, Banglore. Please find below the JD for the same.
JOB TITLE: Sr. Executive-Device Management
JOB LOCATION: Bangalore SJR I-Park
DEPARTMENT: ES-India Center
JOB DESCRIPTION:
Service Quality Analyst - Hardware Management
Reporting to the Service Quality Manager - Device Management
This role is part of the IT User Service Quality Team, to ensure that all hardware devices that are procured by Unilever are managed effectively during its entire life cycle.
Expected Work:
RELATIONSHIP MANAGEMENT
1. Own the relationship with the Hardware Vendors - Dell, HP, Lenovo and any other vendor
2. Establish Relationship with Hardware vendors to progress the ES agenda
3. Identify Relationship Gaps based on stakeholder feedback and work towards closure of gaps along with required stakeholders
4. Make Hardware Vendors aware of the ES agenda and work with them towards the fulfillment of the agenda
5. Get a clarity on the Device Catalogue
6. Act as SPOC for any changes to Device Catalogue published by Vendor impacting the AAC region
7. Work to highlight any escalation received from MCO / Country and work with Vendor to address the escalation for MCO/ Country Relief
CONTRACTS AND ESCALATIONS
1. Be aware of the contract details agreed with the vendors
2. Advise MCO / Country on contract clarifications / entitlements
3. Address any concerns from the MCO / Country on entitlements
4. Work with PC, Laptop Service Line to acquire and hold knowledge of Unilever approved asset models
5. Issue advise to MCO / Country on latest Asset Models, Catalogue Updations, Pricing Information etc
6. Act as SPOC and escalation for any major Hardware issues in MCO / Country
PERFORMANCE REPORTING
1. Be SPOC for receiving the performance report from the vendors
2. Align the Vendor Performance report to the ES Matrices reporting
3. Understand the Hardware Performance through the HP Service Desk Reports
4. Assist BAU team by providing a Uniform view of the Performance Parameters from Unilever and Vendor
5. Make Vendor aware of any serious issues visible through the performance reporting
VENDOR REVIEWS
1. Setup Vendor Reviews as per requirements
2. Initiate Vendor Reviews as per agreed frequency
3. Support SQM in the Vendor Review Process
4. Present ES Metrices in the Vendor review
5. Discuss any escalations in the Vendor reviews
Direct Interaction
This is both an inward-facing and outward facing role, working with peers, Line managers and other areas of the Business including external parties. The role requires people management skills as well as some knowledge of Project management.
Lateral interaction
Ongoing contacts include:
* IT User Services Project Team
* End users
* HP Services Team
* OA team
* Regional and Local support teams across AAC
External interaction
External interaction will be required with HP, Dell & Lenovo Hardware supplier teams
Competencies Required in This Role
. General Skills
* Service /Customer Focus ~ Fully Operational
* Communication ~ Fully Operational
* Project Management ~ Working Knowledge
* Change Management ~ Working Knowledge
Professional Skills
* Capacity Planning (Telephony Forecasting)~ FO
* Customer Call Management ~ FO
* Understand Customer Requirements ~ FO
* Customer Satisfaction Management ~ FO
* Operations Management ~ WK
* Problem Management ~ WK
* Service Level Management ~ WK
* Project Management ~ WK
* Service Management (ITIL) ~ WK
* IT Policy Framework ~ WK
IT Technical Skills
* Basic Office skills including VISIO
* Understanding of Microsoft Project Application
* Proficiency in tools such as PowerPoint and Live meeting
Value Indicators
? ITIL
? Basic Project Management Skills
? You have working knowledge of the level of infrastructure standardisation, the quantity and complexity of applications across the Unilever environment.
Behaviours
* Deliver what you promise
* Build Relationships
* Think Global, Act Local
* Develop Yourself, Develop Others
* Work as a Team
* Take Responsibility
* Develop an External View
Qualifications: Graduate / Post Graduate in IT
Experience: 2 - 3 years from IT service background - managing delivery of IT infrastructure services.
He/She should have worked in an out sourced environment.
He/She should have Knowledge of ITIL, Desktop, Laptop, and Service Level.
If you are interested for the above post, kindly revert back with your updated resume and current CTC ASAP.
Also i would request you to float this mail amongst your friends who might be interested for the same. It would be highly obliged if you could help us with any references for the above said post.
Awaiting response from your side. Have a Great Day.
Please do contact us should you need any further information.
Thanking you.
Regards,
Priyanka
Walk In Solutions
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