Microland - Technology Manager - End User Services

Technology Manager for End User Services, the individual will own the Service portfolio, roadmap, development, capability building and solutioning support for all service lines in the portfolio.

Key role expectations are:

1. Lead End User Transformation strategy and roadmap development for the practice and build consensus within the practice on the established models.

2. Develop standardized Transformation Toolkits consisting of Future Roadmap, Point of View/ Though leadership, Maturity Models, Assessments, Reference Architecture, Technology Evaluation Criteria/ Comparison framework

3. Conceptualize and build Business Justification Templates that help map Business Requirements to IT Solution recommendations and provide ROI/ TCO analysis

4. Establish standardized transformation execution approach consisting of implementation Solution Accelerators and Factory Models - Offshore 24x7 execution models

5. Engage in developing a technology transformation roadmap for strategic customers and work with a matrix team to drive execution of the plans

6. Train, motivate and mentor other consultants in utilizing and delivering technology transformation.

Key Responsibility Areas:

1. Service Development:

- Budgeting the service development for the service lines owned

- Service capability development

- Service solution framework

- Delivery process, documentation, work instruments / tools

- Thought leadership creation

2. Delivery Core Team Enablement/ Ramp up:

- Delivery of reference projects

- Delivery readiness

- Training planning and execution / ramp up

- Service delivery maturity measurement & optimization

3. Presale Solutions Support:

- Solution support for proactive pitches

- Solution support for Bids

Desired Skills and Experience (Relevant experience the person must have)

1. Proven track record with a minimum of 12 years in IT infrastructure consulting/ solution with strong architectural background in End User Services - Service Desk, Desk Side, Mobility, End point Security, Unified Communication, User Provisioning and access management, VDI management, Image management, End Client Platform migration and service management.

2. Proven track record in managing and executing complex projects.

3. Multi discipline knowledge and experience in IT Infrastructure components and technology

4. Ability to provide holistic, right fit and right size solution that addresses scalability, availability and security requirements by using mechanisms such as automation, virtualization, consolidation, DR strategy including backup and storage strategy.

5. Experience in IT Architecture and IT service Management.

6. Experience in developing technical solutions and providing reference architectures

7. Experience in handling Vendors starting from Identification, establishing relationship and partnership, drafting agreements and financial management

8. Exposure to service delivery frameworks and models, service level management, Quality initiatives and Continuous Service improvements

Job-related Skills (Technical and professional skills that the person must have to be effective)

Technical Skills

- Experience in handling Enterprise System Management tools, Dynamic Resourcing Tools in End User space

- Experience in Architecting Infrastructure encompassing Ticketing Tools, Remote Desktop Management Tools, ACD, Asset Management Tools and Process

- Experience in End User Backup Management, Print Services, Image Engineering and distribution, Windows upgrade/migration, Application Virtualization, Application packaging and Distribution, IAM Tools, End User Security Solutions and BCP/DR strategy.

- Experience in Voice solution involving ACD and telecom infrastructure

Professional Skills

- Demonstrated commitment to continuous personal improvement of business and technical skills, including the ability to learn and apply new technologies and techniques

- Flexible, continuous learner and knowledge sharer, enthusiastic, personable self-starter, works well in team environment, appreciates challenge, comfortable and effective working in new areas that require experimentation and rapid problem solving.

Management / Personal Skill (Non-technical and managerial skills that the person needs to have)

- Strong listening and question- based solution skills. Ability to uncover business challenges and develop a custom solution to solve those challenges

- Ability to secure trust and influence over peers in the organization.

- Ability to clearly form and communicate ideas for wide audiences, both internal and external client / stakeholders.

- Excellent communication skills, both written and oral are required.

Experience & Educational Qualification:

BE, BTech or Equivalent in any discipline of Engineering with 12 years of relevant experience

Tests, Certification (Specific tests that must be applied to candidates; prior certification that they may need)

- ITIL v2/v3 Foundation and ITlL Masters is desirable

- Desirable certifications in Service Desk Certifications and TOGAF