IT Modern Operations Director
- Intel
- 7 - 10 Years
- Bengaluru
- 5 years ago
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Job Description
Responsibilities: Intel IT is looking for an energetic professional to manage, lead and own the Modern Operations capabilities within the IT Enterprise Operations Group segment. The primary responsibility of this role would be to define the strategy to modernize the way IT provides support and customer experience to Intel's worldwide workforce in alignment to IT and EOG's strategic objectives. It would also entail proactively bringing in new technology, intelligence, and transformational approach to solving issues/problems and create the best customer experience in everything we do. In this role, the leader will: Drive a culture of Customer Obsession in everything we do. Lead and drive customer experience imperatives across operations Unify and align support channels (phone, chat, web) routing in IT Portal across all IT Service Desks. Own the Contact Center platform and modernize the Contact Centers across Intel and IT by enabling wait time, multilingual, access from mobile devices/internet. Deploy ChatBOTs in all IT Services to automate Incident resolutions, How Do I Questions and Service Requests. Enable self-service IT support by revamping IT Portal and providing Community Support capability. Drive efficiencies through automation in everything that we do in Enterprise Operations as well as review automation opportunities as a part of 'Run' across IT Segments Leverage modern technologies and platforms like RPA to drive efficiencies and automation. Take ownership of the Autonomous Operations framework to drive automation and bring in intelligence in operations and exploring predictive intelligence in operations for EOG related areas as well as across IT. Work closely with Service Management Platform as well as the Monitoring Tools teams to ensure that they are aligned and deliver to the EOG outcomes/priorities. A good understanding of Service Management principles as well managing a Service Desk and Support processes will also be an important tenet for this role. 'Customer Obsession' would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role. The role will entail managing a blended resource team (employees, managed services vendors and on demand contractors). This role will be a part of the Enterprise Operations Organization in IT and will report into the VP/GM Enterprise Operations Group
Qualifications
Requirements: Bachelor's degree or equivalent certification in computer science, information technology, or related technical field 7+ years of proven personnel management experience in a support organization or running operations; 8+ years of proven information technology experience especially in the end user compute space. Experience managing a blended resource model that includes employees, managed services partners and on demand resources to deliver excellent customer service Demonstrated experience managing a sophisticated ticket management system (ServiceNow preferred) Excellent written, verbal and presentation skills with a proactive and agile approach to communication, co-ordination and escalation management Experience implementing and/or maintaining a knowledge management platform - bringing in new age technology platforms, AI/ML, etc Subject matter expert in ITIL, Automation capabilities, ChatBOTs, AI/ML and Call routing technologies. Work closely with the Enterprise Architects and develop business and reference architectures for the organization. Develop and be accountable for partnership needed with strategic vendors to deliver joint automation solutions Engage, collaborate, and communicate effectively with variety of stakeholders (within IT and the business units) to innovate, modernize, and deliver amazing customer experience. Cultivates innovation - constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome Role model in bringing teams together from different cultures, geographies, and diversity to deliver to the best interest of the company Attract and retain top talent across the globe Communicate effectively at all levels - top leadership team in the company to individual employeesInside this Business Group
Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.
Other Locations
Costa Rica, San Jose;Malaysia, Penang
Position of Trust
This role is a Position of Trust. Should you accept this position, you must consent to and pass an extended Background Investigation, which includes (subject to country law), extended education, SEC sanctions, and additional criminal and civil checks. For internals, this investigation may or may not be completed prior to starting the position. For additional questions, please contact your Recruiter....
Intel prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
It has come to our notice that some people have received fake job interview letters ostensibly issued by Intel, inviting them to attend interviews in Intels offices for various positions and further requiring them to deposit money to be eligible for the interviews. We wish to bring to your notice that these letters are not issued by Intel or any of its authorized representatives. Hiring at Intel is based purely on merit and Intel does not ask or require candidates to deposit any money. We would urge people interested in working for Intel, to apply directly at and not fall prey to unscrupulous elements.
Employement Category:
Employement Type: Full timeIndustry: Full timeFunctional Area: SemiconductorRole Category: ITRole/Responsibilies: IT Modern Operations DirectorContact Details:
Company: IntelLocation(s): Bengaluru+ View Contact
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