Job Description

Infrastructure Service Delivery Coordinator

POSITION SUMMARY

• Manages Service Delivery, Client and Infrastructure Operations incl. local team for Bangalore, and India Locations.
• Manages local infrastructure projects (form initiation through closing)
• Implements new Services with local and global team and manages Service Catalog.
• Ensures that systems, processes, policies, and methodologies specified are followed and to ensures effective monitoring, control and support of service delivery.
• Establishes and manages the IT Service Level Agreements
• Builds IT service relationship with customers.
• Builds IT service relationship with application teams and Business Relationship Managers
• Participating in global regional Infrastructure & Service Delivery operations meetings
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes
• Establishes and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets
• Drives ITIL framework throughout IT organization including:
• Change management
• Service Level management
• Financial management
• Recommends/develops IT Standards
• Watch compliance of BorgWarner IT standards in the plants
• First contact for the customer in case of new IT services/projects (mentor)
• Provide the first level support on India IT infrastructure including Desktop /Servers ,network and telecom
• Coordinate with WHQ IT, authorities and service provider to roll out various network
• Configure network and telecom equipment as needed, apply necessary IT securities on the equipment's
• Handle break/fix issues as required on network and telecom equipment.
• Create and maintain network and process documentation covering backups, patching, hardware, software or other items as deemed necessary by their supervisor.
• Perform after hour maintenance and emergency on call work as needed

• Ability to provide technical direction and coordination to the resolver groups involved
• Participating in the Change Control Board and Change Control Process
• Demonstrable ability in managing windows server 2012/2016/2019
• Proven expertise to respond to all systems alerts - error indicators, error messages, failures, and peripheral malfunctions
• Validated expertise to create and manage user groups, renaming groups, deleting groups

POSITION ACCOUNTABILITIES

• SDC Ensuring that the site's infrastructure and its services are up and running meeting predefined SLA.
• Ensuring that daily IT operations and service delivery are properly executed.
• Developing infrastructure plan and capacity planning to meet business growth.
• Managing infrastructure projects.
• Applying policy / rules defined and promote it to its team.
• Managing IT Helpdesk and IT Infrastructure and Operation team

EDUCATION/EXPERIENCE QUALIFICATIONS

• 7-10 years working in Information Technology
• 5 years working in an international IT Service Team
• Experienced in ITIL framework, especially incident-, problem-, change-management, reporting and overall SLA management - certification is a plus.
• Experience in leading shared and external Service Teams/Provider Management
• Proven people management skills, team leadership and international working experience
• Experience in ensuring/implementing a service delivery standard in a large organization
• Comfortable presenting technical topics to business associates
• Experience on SCCM/System Center Configuration Manager along with integration experience with AD/Active Directory and Virtualization: VMware
• Working experience with SSL VPN Equipment, Cisco PIX firewall, Cisco IP telephony and Cisco wireless networks
• Experience on Active Directory, Exchange, Service Desk, SAN, NAS.
• Experiences with cabling and ELV project
• CCNA, CCNP and MCSE is preferred.
• Ability to prioritize multiple tasks, work under tight deadlines with minimal supervision.
• Attention to detail and ability to quickly learn new technologies and tools
• Strong oral and written English is required.
• Demonstrated ability to learn on the fly and acquire new skills via both instructor-led and self-training coursework is required.

Knowledge

• ITIL
• Project Management Methodologies/Processes
• Root-Cause Analysis

Skills and Abilities:

• Strong communications skills needed to interface with high-level customer representatives
• Strong priority setting and planning skills
• Ability to publicly represent the company and department with internal and external clients
• Ability to use own judgment and initiative in problem resolution
• Blonie based with up to approx. 30% travel
• Ability to work remotely
• Proficient in Polish and English additional other European languages is a plus

Internal Use Only: Salary
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