Track Lead (Support & Operations)

Job Summary

Role: Workplace Architect (Experience Management Office – SD, ICC, WP Towers) 1. Role Purpose The Workplace Architect is responsible for defining and governing the technology strategy,

Key Responsibilities

1. Enhance operational systems to facilitate improved management reporting, streamline information flow, optimize business processes, and support organizational planning.
2. Understand client requirements and accountable in ensuring support team is meeting client expectations.
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

Technical Skills

• Digital Workplace:

EUC (Windows, Mac, VDI, virtualization)

• Mobility platforms (Intune, Workspace ONE, etc.)

• Collaboration:

Microsoft 365, Teams, Share Point

ITSM & Operations:

Service Desk tools, ITIL processes (Incident, Problem, Change)

Monitoring & DEX:

End-user experience monitoring tools

• Automation:

AI/ML-driven IT operations (AIOps), scripting, orchestration

Other Requirements

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