Field Support Manager (Boston)

I&O High Level Job Role Description

• I&O is the E2E IT Lead or IT Operation Lead at site providing end-to-end oversight and direction of day-to-day IT activities/operations at site, including all changes that occur to the site IT environments
• Any management decision to be taken will be submitted to DWFS Leader regarding daily operations.
• Any decision, governance or stewardship will remain with leadership.
• Any IT Projects coming at site are managed by Site Leader. I&O can be a resource if needed through SH&E if small request/need. If the need is bigger, we may consider for a SOW.

Competence for the I&O Lead Role:

• Minimum 5 Years of Experience in IT Operations and Leadership
• Good understanding of support processes and ability to manage and develop a team
• Experience in managing a team of Field Support engineers, IT Support engineers
• Experience in Vendor service management
• Excellent communication and co-operation skills
• Proactive and independent ways of working
• Fluent oral and written in English. Local language is nice to have
• ITIL knowledge and certificates are considered an advantage
• Good interpersonal skills and customer-oriented mindset
• Should be able to understand the IT Infrastructure, IT Change Management, Basic Understanding of Network and Servers
• Should be able to work on Microsoft Office tools

Roles & Responsibilities:

• Provide IT operational expertise leveraging

1. global industry standards (e.g.: ITIL) and
2. ensuring Customer’s global standard are followed

• Monitors service delivery performance and compliance with high focus on Employee Experience
• Has a deep understanding of:
• The Site : Infrastructure, IT Challenges, Network Layout, Critical Business Processes
• The Services : Who deliver What, Key Contacts
• The Employees : Type, Needs and Challenges
• Able to execute changes/IMACs, upon approved requests

Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues

Potential Candidate should have

• Culture of “ E2E Accountability ” and “ E2E mindset” through:
• Putting End users and Sites first
• “ Boundary-free services ” and strong collaboration with other suppliers
• One motto
• Only Site and Employee Experience matters
• Act First mentality
• Proactive vs. reactive, whenever it is possible
• Walk the Floor

Volume Metric: Tier (BCP Tiering driven by critical infrastructure)

Scope/Sites: General Offices & Innovation Centers

All Activities below - Daily (year-round)

Purpose: Provide end-to-end oversight and direction of day-to-day IT activities at site, including all changes that occur to the site IT environments as well as to encourage communication between Internal Resources, External Suppliers and leadership. It includes the following activities:

NOTE: For Plants, IT Infrastructure Operations are executed by site E2E (End to End) operations leaders.

1. Aligning the delivery of IT activities (particularly Service Delivery Processes) at an individual site including acting as the primary point of contact for Suppliers.
2. Oversee execution of all change performed by Suppliers at the site including validating Supplier performing the change has completed testing and change was properly implemented
3. Overseeing projects at the site to ensure Suppliers are executing change in a coordinated manner consistent with the approved project plans
4. Obtaining or developing and continuing to maintain site specific IT information and making available to others information about the site including network diagrams, inventories, CMDB information, etc.
5. Oversee the restoration of services during a major IT Incident affecting the site in coordination with the Process owner(s) of Incident Management and Incident Management Execution
6. Engage with leadership at the site on major IT Incident or project activities and ensure regular communication is maintained with leadership at the site
7. Coordinate site downtime with leadership and other Suppliers/Third Party Partners.
8. Conduct regular, thorough inspections of the IT environment at the site, take proactive action as appropriate to reduce site downtime and/or improve site performance and make recommendations to leadership that reduce the risk of site downtime or improve site productivity
9. Support the leadership in performing IT Continuity Planning and Local Site Assessment requirements based on the site’s BCP tier.

Key Building Blocks :

Operations & Services

• Proactive Leadership & Technical Skills
• Integration, connecting the dots/organizations
• Professional ITIL Processes & E2E OT Operations
• SPOC for all services delivered to the sites
• Communications, document cases in English

Compliance

• Control Self-Assessment (CSA) Execution
• Execute IT Continuity activities, Oversight of IT Facilities Audit
• Compliance with Policy (HIGH LEVEL Description)

Understanding

• Site & Employee Experience
• Project consultancy

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.