Group Program Manager - Infrastructure Solutions - Desktop Infrastructure

Mandatory - Desktop Infrastructure, Citrix & People management.

Roles & Responsibilities

- Responsible for the leadership of a Desktop infrastructure (both Physical and Virtual) and all related functions including end-point security, mobility and collaboration platforms; communicates & translates functional/operational goals into team goals; manages implementation of policies and procedures as well as identifying new solutions that will cater to the new digital workplace transformation expectations.

- Supervise and lead energetic teams, build strong and diverse teams by actively managing talent, and supporting the performance and development of direct and indirect reports by:

- Setting and communicating objectives and priorities and providing ongoing direction.

- Completing all required performance documents and conducting associated performance discussions (performance agreement/objectives, mid-year review, and year-end review) by required deadlines.

- Providing ongoing performance feedback, coaching, training and development.

- Taking appropriate performance improvement action or administering appropriate discipline when employees do not meet performance standards or expectations.

- Motivating and assisting agents to keep them involved with work by providing timely recognition and regular one on one session.

- Support the delivery of Customer Satisfaction rating through timely and accurate Customer Satisfaction survey administration and by managing customer escalations.

- Monitoring and managing shift schedules, adherences, absences, tardy and attrition.

- Weekly/Daily reviews with Managers and Support functions by providing guidance and monitor their job responsibilities.

- Provide and implement new strategies and thoughts to improve the functionality and management of the team for continuous improvement.

- Responsible for managing deliveries for multiple large programs with teams spanning across Development, Testing and Operations Support.

- Responsible for capacity planning, prioritizing and negotiating commitments with IT and Business stake holders. Should manage the expectations of all stake holders.

- Responsible for ensuring compliance to financial and security audits. Need to ensure that all applications and environments are compliant and any non-compliance is addressed aggressively with fool proof checks put in place for the long term.

- Responsible for driving an aggressive DevOps maturity for applications across delivery pipeline, test automation, deployment and public/private cloud adoption. Need to drive the development of reusable frameworks, tools and components.

- Responsible for driving agile process/framework fine tuning and adoption. Need to drive devops and Infrastructure Digitization initiatives.

- Responsible for driving technology innovation across design and architecture with introduction of latest methodologies like Chromebook as Enterprise thin desktop solution, Citrix on AWS, Mobile Iron, Splunk based monitoring, Artificial intelligence based monitoring on Computing infrastructures etc.

- Responsible for building a culture of brainstorming and design thinking within teams. Need to drive this to come up with design and process improvements.

- Responsible for communicating with a sense of urgency across different locations and ensuring that all stake holders, both internal and external are in sync at all times. Need to ensure that important messages are communicated appropriately to all levels.

- Responsible for building and driving close collaboration and partnerships across teams within the group and with other groups across geographies.

- Responsible for maintaining an optimal organization structure to ensure that all the levels are motivated performing optimally.

- Responsible for managing talent through driving recruitment of the right talent, training, motivating and retaining talent.

Functional Accountability

- Responsible for supervision of a team and/or for specific projects or definable portions of larger projects or processes; creates practices that aid in the successful completion of projects within a product or functional area; typically reports to DH

Decision Making Authority

- Receives general guidance for the accomplishment of short to medium term goals and operating objectives. Plans and executes own work. Exerts significant latitude in determining objectives of assignment. Line of sight upto 1 year.

Work Complexity

- Provides resolutions to a diverse range of complex infrastructure related problems including Desktop computing, Software and hardware related issues, End point security issues, Mobility and collaboration tools. Analysis of data requires evaluation of identifiable factors. Demonstrates good judgement in selecting methods & techniques for obtaining solutions.

Required Skills

- Any degree with minimum of 15 years experience.

- Requires a range of skills within a professional discipline including familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.

- Minimum 7+ years experience in Physical and virtual desktop support

- Over 10+ years experience in Compute infrastructure solutions including both physical desktops / laptops as well as Virtual desktop solutions on Citrix / AWS

- Exposure to end point security tools like Symantec Endpoint manager, ObserveIT, Pulse Secure etc

- Should have Managed large Windows 10 migrations

- 5+ years experience in Software packaging, distributions, delivery using Marimba

- Exposure to Mobility platforms like MobileIron, Airwatch, Mocana etc

- Exposure to Collaboration suites like Google for Work, MS Office 365

- Exposure to Microsoft Exchange 2010 and above

- Exposure to Software Defined Networks / Network Function Virtualization functions

- Minimum 10+ years experience in large MNC organizations managing the Desktop infrastructure end to end

Other requirements include:

- A minimum of 15 years of experience with 7 years of experience in project and people management.

- Must have a Bachelor Degree and above with excellent communication and inter-personal skills.

- Must have strong technical knowledge with experience in standards and procedures.

- Should be adept in managing relationships with excellent inter-personal skills and the ability to work with cross cultural teams.

- Experience in setting up new teams from scratch which involves network infrastructure, hiring talent and setting up processes and procedures for delivery, compliance and communications.

- Expert at driving through various hurdles and delivering flawless & simplified programs.

- Must have experience in leading Agile teams with working knowledge.