Associate Team Lead (it Infrastructure / Fields) Job in Colruyt Group

Responsibilities:

Responsible to keep yourself updated with knowledge of the S&O tasks, processes and tools for your fields domain, so that you can steer and organize Support & Operational activities

• Practice technical know-how of the services delivered by the team
• Handle escalations to provide the technical solutions
• Consciously take steps to increase the business awareness
• Consciously take steps to increase process compliance
• Consciously take steps to improve/propose processes
• Consciously take steps to increase maturity and effectiveness of tools utilization
• Collaborate with other Infrastructure Team Leads (SoM s) for sharing the best practices

Responsible to oversee the operational planning for the assigned team(s), so that S&O services are staffed:

• Plan resources required for standard and ad-hoc operational tasks
  • Create and maintain Shift planning for team(s)
  • Manage team operational planning for availability and workload
• Foresee operational needs and risks and provide inputs to management
• Manage daily work flow of Incidents, Service Requests, Rollouts, and IT Inventory
• Planning and coordination for trainings required

Responsible to take ownership of operational delivery so that QEE is guaranteed

• Make sure that agreed SLEs are met for Incidents, and Service Requests
• Audit and review operational deliverables and take necessary actions
• Identify process improvement areas, propose initiatives and take steps for implementation
• Provide feedback to Infrastructure teams for technical improvement
• Identify knowledge gaps and take necessary actions

Responsible to report operational metrics, so that status of operational health is monitored, maintained and informed to stakeholders

• Propose and agree KPIs with different stakeholders
• Regular reporting of agreed operational KPIs
• Analyze the trends of operational metrics and take necessary actions

Responsible for the availability and upkeep of operational documentation, so that major part of operational tasks can be performed autonomously by System Administrators

• Guide the team(s) in maintaining the operational documentation in agreed/proposed structure
• Stimulate the usages of existing documentation
• Ensure regular review of documentation and report observations

Responsible for the availability of IT assets to guarantee service continuity

• Make sure hardware material is available in stock
• Managing Inventory of Active, Stock and Scrap IT Assets.
• Proactive procurement of the IT assets to ensure buffer maintained and collaboration with the procurement team for IT assets purchase
• Regular reporting of the stock availability
• Prepare and manage IT asset capital and expense budgets
• Ensure audit compliance for the IT assets.

Responsible to ensure the governance of operational tasks

• Hardware (IT Device) issuances, and Repairs
• Incident management, and escalations
• Service Requests (Configurations, Installations)
• Software installations as Rollout
• Monthly Windows updates as Rollout

What are the expectations from you?

• A professional and a strong believer in people and organizational values, viz. respect towards individuals, team work, readiness to serve, bearing a cost/benefit mind set (as if you are spending your own money), efficiency with simplicity, Hyderabad communication while respecting privacy/confidentiality.
• Capability to work in a complex environment with lots of challenges and flexibility to changing environments.
• Strong and highly visible communication skills (send/receive, verbal/non-verbal/written, timings, anticipating impacts,?) in English.
• A self-driven individual who can think ahead takes proactive approach, quick learner and having a strong sense of ownership.
• Be social and build easily professional relationships with people of all levels
• Customer friendly yet be assertive (e.g. critical in non-standard requests)
• Proficient in creating and maintaining data in Microsoft Word and Excel

Skills Required:

• Knowledge of Microsoft, and Macintosh operating system and providing IT support
• In depth knowledge of computer hardware and associated peripherals.
• In depth Knowledge of IT networking. (Patching, Backbone cabling, installation of IT devices like switches, Routers, Servers, other devices in the racks/ hub room)
• In depth Knowledge in IT Asset Management/ IT Inventory (Active, Stock, Scrap), Procurements of IT Assets and Vendor Management.
• Industry standard certifications in one or more of Microsoft Windows, Mac OS, A+, ITAM (Optional)
• Proficiency in MS Office (Outlook, Word, Excel)