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Infrastructure Service Delivery Coordinator

Bengaluru - India

Nov 16, 2022

Full time

R2022-7418


Infrastructure Service Delivery Coordinator

POSITION SUMMARY

  • Manages Service Delivery, Client and Infrastructure Operations incl. local team for Bangalore, and India Locations.
  • Manages local infrastructure projects (form initiation through closing)
  • Implements new Services with local and global team and manages Service Catalog.
  • Ensures that systems, processes, policies, and methodologies specified are followed and to ensures effective monitoring, control and support of service delivery.
  • Establishes and manages the IT Service Level Agreements
  • Builds IT service relationship with customers.
  • Builds IT service relationship with application teams and Business Relationship Managers
  • Participating in global regional Infrastructure & Service Delivery operations meetings
  • Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes
  • Establishes and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets
  • Drives ITIL framework throughout IT organization including:
  • Change management
  • Service Level management
  • Financial management
  • Recommends/develops IT Standards
  • Watch compliance of BorgWarner IT standards in the plants
  • First contact for the customer in case of new IT services/projects (mentor)
  • Provide the first level support on India  IT infrastructure including Desktop /Servers ,network and telecom
  • Coordinate with WHQ IT, authorities and service provider to roll out various network
  • Configure network and telecom equipment as needed, apply necessary IT securities on the equipment’s
  • Handle break/fix issues as required on network and telecom equipment.
  • Create and maintain network and process documentation covering backups, patching, hardware, software or other items as deemed necessary by their supervisor.
  • Perform after hour maintenance and emergency on call work as needed
  • Ability to provide technical direction and coordination to the resolver groups involved
  • Participating in the Change Control Board and Change Control Process
  • Demonstrable ability in managing windows server 2012/2016/2019
  • Proven expertise to respond to all systems alerts - error indicators, error messages, failures, and peripheral malfunctions
  • Validated expertise to create and manage user groups, renaming groups, deleting groups

POSITION ACCOUNTABILITIES

  • SDC Ensuring that the site’s infrastructure and its services are up and running meeting predefined SLA.
  • Ensuring that daily IT operations and service delivery are properly executed.
  • Developing infrastructure plan and capacity planning to meet business growth.
  • Managing infrastructure projects.
  • Applying policy / rules defined and promote it to its team.
  • Managing IT Helpdesk and IT Infrastructure and Operation team

EDUCATION/EXPERIENCE QUALIFICATIONS

  • 7-10 years working in Information Technology
  • 5 years working in an international IT Service Team
  • Experienced in ITIL framework, especially incident-, problem-, change-management, reporting and overall SLA management – certification is a plus.
  • Experience in leading shared and external Service Teams/Provider Management
  • Proven people management skills, team leadership and international working experience
  • Experience in ensuring/implementing a service delivery standard in a large organization
  • Comfortable presenting technical topics to business associates
  • Experience on SCCM/System Center Configuration Manager along with integration experience with AD/Active Directory and Virtualization: VMware
  • Working experience with SSL VPN Equipment, Cisco PIX firewall, Cisco IP telephony and Cisco wireless networks
  • Experience on Active Directory, Exchange, Service Desk, SAN, NAS.
  • Experiences with cabling and ELV project
  • CCNA, CCNP and MCSE is preferred.
  • Ability to prioritize multiple tasks, work under tight deadlines with minimal supervision.
  • Attention to detail and ability to quickly learn new technologies and tools
  • Strong oral and written English is required.
  • Demonstrated ability to learn on the fly and acquire new skills via both instructor-led and self-training coursework is required.

Knowledge

  • ITIL
  • Project Management Methodologies/Processes
  • Root-Cause Analysis

Skills and Abilities:

  • Strong communications skills needed to interface with high-level customer representatives
  • Strong priority setting and planning skills
  • Ability to publicly represent the company and department with internal and external clients
  • Ability to use own judgment and initiative in problem resolution
  • Blonie based with up to approx. 30% travel
  • Ability to work remotely
  • Proficient in Polish and English additional other European languages is a plus

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