Operations Admin Shift Lead - #7467260

The operations admin lead role will be responsible to ensure that the End to End PCL operations go to plan.

Case Management

Monitoring queues for ticket, taking ownership of various types of tickets – Catalog requests, Incident tickets, Business control tickets and managing until ticket closure

Swivel information between various service management systems,

Email support, user escalation management and follow-up.

End to end case management: understand the process and work with the Service delivery managers and other stakeholders in HP to maintain agreed SLAs are met

Analyzes standard contractual documents, technical data, customer usage data, customer maintenance practices, customer operation characteristics, and related reports for assigned contracts to determine spares provisioning and demand planning

Follows established policies, guidelines, and procedures to ensure quality and accountability.

Maintains current knowledge of relevant technologies as assigned; experience with End User management Services is desired

Participates in special projects as required

Work with the team of admins to ensure the asset is managed as per processes during its entire lifecycle

Knowledge And Skills Required

• Strong familiarity and technical comptence with asset management / Inventory tracking tools like ServiceNow, SCCM etc.
• Must have understanding of relational databases and expert knowledge of Microsoft Excel.
• Requires the ability to analyze systems to develop and revise standards and procedures.
• Strong experience with operational management of issue resolution using ITIL framework
• Demonstrated experience for in-scope processes, and tools
• Solid working knowledge of IT Technologies including O365, Windows and hardware
• General accounting, finance, marketing and logistics
  
  

Personal Skills needed

• Eye to detail, be good at problem-solving as well as possess outstanding interpersonal skills
• Exceptional analytical abilities and organizational skills
• Be a team player and leader to analyze information, solve problems and provide guidance to the team
• Problem detection and analysis of root cause
  
  

Working Relationships

Internal

• CS CC delivery global teams, Other RMC and PCL teams within GSDT / SDMs / Transition mgrs / Account Service Team, CMO operations,
• HP IT as internal customer
  
  

External

• External delivery partners / suppliers like Asset remarket & recycle vendors