Job description:

BigFIxResponsibilities Lead and manage a team of End User support specialists in PC Services area Lead and drive continuous improvement opportunities in end user experience Interface with Senior IT leadership on problem/incident calls and acts as an escalation point Coach and mentor team members, promote a growing, transformative IT culture Design and implement an endpoint software distribution solution that encompasses modern imaging, packaging, and software deployment best practices Assures that the End-User Computing support team operates effectively to meet defined Service Level Agreements and defined customer expectations. Assess upcoming technologies and recommend innovative use of new features and technologies related to desktop management with the objective of enhancing end user experience Work within established configuration and change management policies ensuring awareness, approval and success of changes made to the areas of responsibility Work and communicate with a wide range of people peers, vendors, staff members including program leadership, and others Hands on experience on Big Fix administration, OS/Security patching, Fixlet/baseline/Task execution, installation and configuration of agents/relays Understanding of packaging and deploy via Bigfix Should have experience in upgrading Big Fix infrastructure Develop custom fix let/analysis/baseline as per requirement Detail understanding of Big fix relevance language Should have experience working with Web Reports Hands on experience in creating custom software signatures for IBM Big Fix Inventory Basic Hands On experience with UNIX, AIX and Windows OS. IBM Big Fix Compliance Security and Compliance Big Fix integration with Service Now Scripting knowledge - VBScript and shell scriptQualifications At least 7 years of Experience Managing End User Computing/Desktop level Support Experience supporting remote users and environments Excellent verbal and written communication skills Strong Presentation Skills Strong technology troubleshooting skills Strong Presentation Skills . Windows OS, Patching, Imaging, SQL Queries

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.