DC Hands & Feet Services - eTeam Inc.

Roles and Responsibilities

• Update DC Sheet/Inventory
• Update DC Portal
• Server OS installation.
• Server Configuration
• Update Firmware, BIOS and drivers etc.
• Vendor co-ordination for hardware issue
• Share Logs with Vendor for hardware issue
• Vendor Escorting in DC
• Parts received and return
• Server Mounting
• Server Movement
• Rack Movement
• Prepare Gatepass for Device Movement
• Escorting Vendor in MUX Room
• Coordination with Network Team
• Network Connectivity
• Coordination with Teams (VM, Storage, Backup & Unix)
• Maintain DC Store (Server Part Only)
• Coordinate with Custom for Material inspection
• Coordinate with Logistics Team
• PO and Invoice status check
• Maintain Authorization Sheet (DC, MUX & Fire Proof Safe)
• MUX room cleanup
• DC cleanup
• Check and maintain Power and Cooling in DC
• Labeling on Racks and Devices
• Client servers issues
• provide Recording Backup as per admin request
• Tape Movement to Fire Proof Safe
• ATS Installation
• ATS Configuration
• PDU Installation
• Reports
• Remedy and Tasks
• Mail update (1.) - Conduct periodic audits across LoBs to ensure adherence to regulatory compliance and CoE processes
• Collate audit findings, analyse the same and prepare reports on the findings
• Support to the LoB HR to come up with an action plan based on the audit finding
• Follow up with the LoB HR for execution of action plans to ensure closure of non-compliance
• Prepare reports periodically for the CoE review with the Senior Management
• Share reports / data with the LoB HR leaders on a periodic / ad-hoc basis to help them monitor their average resource cost targets / wage bill as a % of revenue / other relevant KPPs and metrics
• Track lateral hiring as per the lateral hiring grid / other metrics relevant to LoBs and share reports with them as and when required
• Compile data and prepare monthly / quarterly update reports as per the requirement of LoBs and CoE
• Share reports with the supervisor for review and circulation to relevant stakeholders
• Provide inputs (if any) on improving the current reports
• Study the HR plan and understand requirements from the CoE
• Understand the requirements from LoBs; Document the requirements for automation / enhancement of the process and share with supervisor for review
• Provide recommendations to the supervisor on the design / change of HR processes basis their implications in HCL context, best practices through competitor analysis and research material available
• Pilot and test the new process; Prepare training material, support socialization of the same across Business Units
• Coordinate with the LoB HR and Business leaders to enable rollout of the new processes
• Follow up with the Process and Policies Team to ensure right automation and policy document updation due to changed processes
• Respond to customer queries as and when required and escalate to supervisor when required

Soft Skills

• Strong written and verbal communication skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong customer service skills
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Must be detail oriented and self-motivating , self-starter with ability to work on their own initiatives
• To work through issues analytically to a successful conclusion
• Flexibility with respect to time client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Experience of managing and leading a geographically and culturally diverse team

Desired Experience

• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Desk side Support Management
• Customer Relationship Management
• Vendor Relationship Management
• Project Management
• SLA Management including Incident, problem, Configuration, Service request etc.
• Daily review with the Country Managers
• Periodic reviews with Customer and Vendors
• MIS and Reporting

Other Skills / Experience

• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
• Management of the Region
• A significant travel is expected on the job hence should be willing to work in such a role
• Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired