EUC Lead Bucharest

EUC Lead
Bucureşti
Bucharest, Bucharest, Romania

Job description Technical skills (Required – Must have)8+ years of experience supporting Microsoft systems (Windows 7, 8. 1, 10) in IT Infrastructure function
Previous experience of leading a team
Must have knowledge of Microsoft desktop operating systems
Must have knowledge of PC hardware architecture
Must have knowledge of typical desktop applications, (i. e. , MS Office, virus scan, Ghost, etc. )Hands on experience in SCCM environment and OS deployment, patching, updates, application deployment
Experience in Share File, Surfhub for required roles
A solid understanding of TCP/IP, DNS, DHCP and other network fundamentals
Good understanding of other IT disciplines, (i. e Messaging, Server operations, etc. )Should have good understanding of Microsoft Active Directory, Patch management, DHCP and DNSShould have good understanding of user profile management Experience in Scripting languages, like Powershell
Technical skills (Required - Nice to have)Awareness of latest technologies and trends
Knowledge of agile methodologies
Must have the ability to identify and instill industry best practices
Client management/Escalation management
Language skills needed
English, German, Multilingual for Romania
People skills
People management
Performance management
Conflict management
Soft skills
Proven Customer Service skills
Excellent written and oral communication
Create deep client impact
Execution excellence
Area of responsibilities
The role is expected to carry out following function/activities as part of this job. Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround
Point of Contact for IT Teams and Vendors at client and Infosys
Point of Contact for future Infrastructure Enhancement and requirement gathering
Coordinate with IT teams at client environment for Incident resolution and Project Implementations
Manage IT Service Delivery at onshore Locations
Coordinate with Offshore IT Team
Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team
Work with PMO on short/long term IT Project implementations
Work with Delivery SPOCs and client Business users on IT requirements
Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
Vendor Contract and License Management
Implement Service improvement and Transformation initiatives
People management activities (including performance management, scheduling, task planning, work distribution)Reporting and ticket health checks metrics/measurements (including analysis on: ageing tickets, ticket hops, etc. )