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Senior Lead Engineer - Regional Endpoint Operations Support

Date:  17-Jul-2021
Country:  India
Function:  Information Technology
Sub-Function:  EUS & Service Desk


About Us

Olam International is a leading food and agri-business supplying food, ingredients, feed and fibre to over 19,800 customers worldwide. Our value chain spans over 60 countries and includes farming, processing and distribution operations, as well as a sourcing network of 4.8 million farmers. Through our purpose to 'Re-imagine Global Agriculture and Food Systems', Olam aims to address the many challenges involved in meeting the needs of a growing global population, while achieving positive impact for farming communities, our planet and all our stakeholders. Headquartered and listed in Singapore, Olam currently ranks among the top 30 largest primary listed companies in terms of market capitalisation on SGX-ST.

Olam Information Services (OISL) is a captive subsidiary of Olam International, Singapore offering IT Services & Global Business Services across its operations in 65 countries in Asia, Africa, EU & Americas. In Chennai, we currently have onboard more than 1000 highly motivated employees. Olam Digital has received International Innovation Award 2019 for Best Services and Solutions.

Olam Global Business Services (OGBS) is a captive unit that offers End to End business process and analytics solutions. OGBS currently offers its solutions in 6 Platforms: Finance, Supply Chain, People services, Risk & Market Compliance, Big Data Analytics and Business Intelligence. At this moment, OGBS is located in City of Chennai, India and provides its services to over 20 countries. Olam GBS has received Best Shared Services in India Award – 2019, by Shared Services Forum and Asia’s No.1 Shared Services in Process Improvement and Value Creation, 2019 by Shared Services and Outsourcing Network Forum.

Job Summary

Manager - Regional Endpoint Support Operations, is primarily responsible to manage end-to-end regional endpoint Support operations and delivery, aligning to ITSM process. The candidate should have a very good expertise on asset management and procurement. The resource should be an excellent communicator, driver of solutions who excels in a fast-paced environment and provides unparalleled support to our end user base of the region.

Job Description

  • Act as a single point of contact for regional endpoint support operations, managing status, workload, active incidents, root-cause and problem remediation status, procurement, asset management, backlogs, escalations and any other aspect of day-to-day operations.
  • Responsible for managing lifecycle of hardware and software models right from their procurement to their decommission and managing the asset refresh in an organized way.
  • Very good Experience on Hardware asset management and Software asset management.
  • Plan, monitor, and record hardware assets and software license to make sure they complied with vendor contracts and managed
  • Manage inventory of CIs and assets, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded by the teams in charge in the tools to ensure that the assets and vendor contracts are systematically complied.
  • Manage end-to-end regional Endpoint Support operations and delivery in the region aligning to ITSM process and very good expertise on Asset Management and Procurement.
  • Direct daily operations focused on delivering high quality, proactive end user support and service.
  • Very good hands-on experience in MIS reporting ( EXCEL, Power BI)
  • Provide visibility of service quality through effective communication. Have regular governance call with other regional teams
  • Generate and present various reports, including metrics of Incident and requests, compliance reports on current assets and CIs and their status.
  • Manage processes relating to software and hardware asset management, execute and enhance them on periodic basis.
  • Collaborate with different teams on their asset requirement and forecast their needs and deliver as per the agreement.
  • Working cross-functionally with all regions and department for all governance and needs.

Profile Description

  • Graduate or Postgraduate in Computer Science/ Information Technology/Business administration or related field with 10-15 years of experience in Infrastructure Services
  • At least 10 - 12 years of deep experience effectively managing Endpoint Support Operations, Assets, Procurement, and Governance.
  • Should be certified in ITIL Foundation 
  • Strong Knowledge of ITSM and tools like ServiceNow and EPM like SCCM/Endpoint Central/Ivanti
  • Managing Regional Endpoint Support operation, Asset management and Procurement
  • Experience in managing vendors and partners on selection, contract negotiation and RFP process
  • Experience with Service Level Agreements and Key Metrics reporting is required
  • Take full ownership of IT Support procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of the regional endpoint support functions
  • Ability to work well under challenges and keep up with a fast-moving environment via effective prioritization and time management.

Olam is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, nationality, disability, protected veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.

Applicants are requested to complete all required steps in the application process including providing a resume/CV in order to be considered for open roles.

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