IT Operation Lead

Role- IT Operation Lead

Location: Boston MA

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 a customer 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 Customer.
• Any IT Projects coming at site are managed by Customer 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 Customers 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