Responsibilities
End User Support Management
- Delivery of end-user support services across designated BU sites
Supervise on-ground support managed by vendor for hardware and software services
- Monitor and ensure Group IT & Cyber compliance on user devices
- Monitor ticket resolution, drive incident/request management, and manage chronic issue escalations
- Perform routine IT health checks and drive closure of user-reported incidents and requests
- Ensure timely resolution of noncompliance issues
- IT Hardware & Software asset management - Distribution & Control
- Support site lead in AV & Cellular network deployment and maintenance at site
Project Management
- Support in ensuring site readiness for group Digital & Group IT initiatives, IT local network deployment and maintanence
- Support the rollout and upgrade of Digital Transformaion/ Business application projects
- Support project deployment and execution
- Support in UAT, deployment and end-user training for major rollouts
- Provide post-go-live support and manage escalations
- Support digital transformation initiatives, business application deployments and cyber security projects/ policies at site
IT Procurement
- Support in DPR budget preparation of upcoming mines for total mine life project & operation
- Work on AMCs and renewals of services before the annual budget activity, providing input to the Site IT Head
- Generating PR / NIS / SES / CheckList / CJPC / NFA / UD Clearnace / Material Requisition Slip / Material Outward Process / Material Inward process / RGPs / NRGPs, etc
- Following up with the TC for timely release of purchase orders (POs)/service orders (SOs)
- Regularly follow up with respective vendors/OEMs/Partners to ensure timely delivery of materials
- Follow up on Invoices with all respective vendors, ISPs, and the tower vendor (monthly) to ensure timely payment
- Support in arrangement of Payment to Vendors, along with Reconciliation of Accounts for any gaps highlighted by the Vendor / our F&A team
- Supports IT head in Annual budget excercise
- Conduct quality checks and inspections for all company IT materials received at Site
- Handles IT material issuance and receipt as needed from the Stores
- Ensure 5S compliance for housekeeping in the IT area (server room, NDC, UPS, IT store room)
Telecom Support
- Support Site lead in ensuring Uninterrupted NR MPLS links & Lease lines, Broadband etc.
- Support Site lead in magnaging Hot lines, Landline, Fax Facility etc.
- Coordinate with site users to provide day-to-day support for telecom mobile services
Qualifications
BCA/MCA/B.Tech/M.Tech - In computer Science/Information Technology/Information systems
8 to 10 years of IT experience
