Lead-Workplace Services_298

Job description

73916 | IT & Tech Engineering | Professional | Allianz Technology | Full-Time | Permanent
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Overall Objectives of Job

The Workplace Services Department is responsible for global end-to-end operations of Allianz Workplace services including Allianz Virtual Client, End Devices (Notebooks, Thin Clients, Mobile Phones), File Services, Print Service, Mailing, Intranet and Service Desk. WPS File services provide multiple products which provide managed folders (end user storage) for several Allianz Workplace types.

 Your main responsibility is to act as the primary point of contact for service-related issues, escalations, and inquiries.

Manage service operations, including incident, problem, change, and request management

Develop and maintain SLAs, key performance indicators (KPIs), and service-level reports.

Collaborate with cross-functional teams to drive continuous improvement in service quality and efficiency.

Identify risks and implement mitigation strategies to prevent service disruptions.

Ensure compliance with ITIL best practices and industry standards.

Drive automation and innovation in service delivery to enhance operational effectiveness

 Key Responsibilities:

·  Managing Application Owner responsibilities(Application installation, configuration, support, and vendor collaboration) 
·  Responsible for Application relevant security topics & Escalation Management
·  Responsible for testing and signing off applications during Application Owner Testing.
·  Advice, support the first and second level support
·  Responsible for ensuring Quality of the applications delivered by the team.
·  Continually improve process, automation, and Root Cause Analysis to reduce the overall volume of tickets to the team, against agreed KPI’s.
·  Support Project activity for desktop technologies like VDI.
·  Documentation of KB Articles, procedures, and processes.
·  Administration of applications on Windows, Mac, COBO/BYOD
·  Willingness to work in rotational shift and address On Call issues
·  Manage code-signing certificates, including procurement, renewal, and revocation.
·  Oversee the end-to-end service delivery process, ensuring high levels of performance and customer satisfaction.

Qualification & Experience

Qualification: Bachelor Degree preferably in IT

  Experience: Good ITIL & Service Management

• In depth knowledge application troubleshooting and configuration.
• In depth knowledge on Windows Desktop platforms and VDI
• Good Knowledge on GPO, Registry, and application Personalization.
• Good knowledge on Active Directory, VDI & Azure
• Knowledge on PowerShell / VBScript (Preferable)
• Knowledge on Application lifecycle management
• Basic knowledge on Azure tenant and O365 apps
• Basic knowledge on SCCM/WSUS Software deployment (Optional)