Support business projects from an IT perspective on an Adhoc basis in co-ordination with Customer Internal IT Project teams.
• Should have Strong knowledge of the Asset Mgmt process, Ability to define/Modify wherever required to improve the procedures for Asset Management
• Improve SLA to achieve the SLA Targets, quick resolutions, responsiveness to critical tickets, etc.
• Call Trend analysis to identify areas where the team have area of improvement by analyzing escalated incidents and document cause.
• Identify skill gaps and take precautionary steps like – arranging additional training for the team, skill enhancements, and access constraints on tools or propose process improvements plans, ticket reductions, etc.
• Reports like daily resource availability, SLA, FS Operations, Project status, MIS reports, Health Checks Reports to be submitted for review on agreed frequency and time.
• Allocation, De-allocation, and Tracking of IT Assets and Accessories.
• Ability to define/Modify wherever required to improve the procedures for Asset Management.
• Maintain/track the inventory / AMC /Warranty details at the site.
•Responsible for Maintain Warranty Information on All IT-related Assets Notify concerned stakeholders.
•Responsible for maintaining Day-to Day Activities, Records Accurately both in the form of Hard and Soft Copies.
•Asset classification and categorization.
•Maintain an updated Asset Database online for both Hardware and Software Assets / Verify the CMDB immediately after every IMAC activity and Change Activities.
• The knowledge base to be used as reference to train new joiners and increase the efficiency of team in resolving issues/service request.
• Enable SOPs for all activities / Work Instructions and shall review on Quarterly basis. Knowledge base repository to be maintained and to be submitted as and when requested by Customer IT Management team.
• Billing is based on SLA achievement and periodic as per agreed timelines and ensure payments are made against the invoices.
• Ensure monthly skill enhancement (Technical and Verbal) for every team mates working onsite at Customer site.
• Ensure customer Mandatory training should be inducted to the resources on customer premises.
• Segregation of duties between teams supporting versus ones managing access.
• Ensure availability of End User Support Team’s availability as per the deployment plan.
• Continuous improvement to process – working with the Support team.
• Fulfilling Backups and replacement (Resources) if needed.
• Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.
• Validation of Shift Roster and Daily Shift Handover Report.
• Responsible for the Timely generation of reports mutually agreed upon with Customer & Lenovo IT.
Should have Strong knowledge in Asset Management Process.
