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We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Location : Bangalore, India
Job Description: IT Support Manager
Job Purpose
Manage the internal It Support team and evaluate skills and performances, ensure end user
service is timely and accurate on a daily basis, support technician, set specific end user service
standards, contribute to improving IT support by actively monitoring and responding to end
users queries, establish best practices through the entire technical support process, identify
areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback
to the appropriate internal teams like, Infrastructure, Network and Security, to improve cross
problems solutions. Providing outstanding first level technical support as well as assisting in
planning out and building our IT Support team.
Primary purpose of the Role
Responsible for variety of managerial, technical, and analytical duties in the operation of enterprise,
client/server, and desktop computer systems and networks
This role requires an experienced IT professional with a proven record of accomplishment to support this
fast-paced and high volume environment. Reporting to the Sr IT Manager for Global DS Service
Operations, this individual will be accountable for ensuring resource commitments and project
deliverables are met and communicated in a timely manner. Will provide technical solutions in a highly
visible, large enterprise environment. You'll combine technical proficiency with strong problem-solving
skills, attention to detail, and a commitment to ensuring the reliability, performance, and security of our
application/infrastructure.
Key Responsibilities
The range of activities and tasks to be undertaken by the Local IT Manager , Global DS Service
Operations (NA) include:
● Daily maintenance activities to ensure all IT operations run smoothly.
● Manage New site build(standalone or Remote sites) to meet project demand.
● Lead, motivate and train system engineering teams, toward project success
Work to improve existing standard processes and develop comprehensive controls to monitor
productivity, quality, and SLA adherence based on industry proven best practices.
● Responsible for proper escalation of issues and off-hour on-call support(Monthly rotation).
● Ensure constant systems/solution availability to meet project SLA’s
● Great project management skills, including organization, planning, time management and
prioritization
● Organize and can manage workflow environments with cross-functional teams
● Lead conference calls and meetings as needed for projects in an organized manner
● Own, Troubleshoot and solve complex technical issues collaborating with devops/implementation
and infra teams.
● Willingness to work with numerous deadlines on a wide variety of initiatives in an environment
where priorities may change quickly.
● Partner with stakeholders across GDS Implementation, Engineering Teams and business to
deliver customer centric solutions
● Lead the internal IT support team in our day-to-day IT operations of scanning, user
access management, endpoint maintenance, & contributing to the overall improvement
of our IT stack
● Provide end-user support to executive staff, and advice regarding standard and historical
Iron Mountain applications and best practices as it evolves with company needs.
● Ensure Licensing Management, including storage and alerts.
● Support onboarding / off-boarding batch classes on corporate systems
● Create and update manuals and documentation Specialized Knowledge & Required
Skills
● Proven work experience as End user services manager
● Advanced knowledge of Kofax, .Net, C ++ and Java including SharePoint, Exchange
Online,
● Exceptional customer service skills with a problem-solving attitude
● Task-oriented and organized, experience managing a ticket queue and ability to
prioritize
● Team management skills, team player, can collaborate in a productive fashion
● Able to troubleshoot a large variety of technical issues with complexity.
● Experience in remote support through VPN and RDS access.
● Ability to work under pressure
Preferred Skills
• Extensive experience with Windows 10, Server 2016/2022, SQL Database, IIS and Active Directory.
• Deploy/troubleshoot Kofax(imaging software) Batch class and custom tools/modules
• Excellent verbal and written communication skills for a wide range of audiences including
executives, business stakeholders and IT teams.
• Excellent time management and organizational skills and experience establishing guidelines for
your direct reports
• Strong sense of personal accountability regarding decision-making and supervising department
teams
• Installation of hardware(Nutanix, switches) and software(Kofax, digital imaging tools, web config,
etc).
• Maintaining and administering computer networks and related computing environments including
systems software, applications software, hardware, and configurations in preparation for GOV
Audits
• Providing technical support for hardware and software on-site.
• Ensure all projects process steps are followed to execute implementations in a complete and
organized manner
• Experience in TCP/IP and in troubleshooting Network Issues. Network management and support-
knowledge of switches, routers and firewalls desired
• Experience with SQL and database concepts
7 years or more experience in the scanning industry (Kofax preferred)
• Hands on experience with help desk and remote-control software (SNOW)
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented