Sr. IT Technician Lead

The IT Technician Lead is primarily responsible for overall service delivery of IT technical services and operations at BorgWarner Ramos location. Position is also responsible for the compliance of the BorgWarner IT Standard regulations (Soft-/Hardware) in the plant and will lead and guide the local support team.

Manages customer expectations/needs and utilizes IT metrics/scorecards/reporting to communicate between the business relationship manager and technical community. He/She will be instrumental in ensuring all new IT services meet global and local standards. Also He/She must be able to effectively work with other IT Service Teams as well as the different functional areas with the locations of their regions maintains a strong relationship with the Business Relationship Manager in the location to partner to deliver services to our customers.

• Has special focus on leading and guiding our Client Technicians to deliver to the expected service demand for Ramos site.
• Ensure adherence to the standards of the IT service catalog.
• Builds and strengthen the relationships between customers IT service teams and business relationship manager for IT service.
• Ensure quality service and operations are performed to the agreed SLA
• Ensure that systems processes and methodologies specified are followed and to ensure effective monitoring control and support of IT infrastructure.
• Provide reports on an agreed schedule (or on request) including site health scorecards and operational performance reports.
• Attend client service review meetings; areas covered will include performance reports service improvements quality and processes.
• Established and implements short- and long-term strategies to deliver service to customers within reasonable schedules and budgets.
• Connects technology to business requirements and operational opportunities
• Drives ITIL framework throughout IT organization including Incident problem management change management service level management financial management develops local site IT process and standards and ensure that they meet global standards.

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