7+ years of experience in IT EUC Service Reporting and Analytics function across end point monitoring and operational service delivery KPIs in a global environment.
7+ experience with reporting and analytics platforms like PowerBI, Sharepoint analytics, Workplace Analytics, etc
Prior experience in tools like Nexthink, Airwatch reporting, Airwatch Intelligence, ServiceNow Reporting, etc will be a definite plus
Previous experience with similar function in a Global Captive setup is preferred managing a globally diverse set of stakeholders and line managing a team size of upto 5
Undergraduate degree preferably in Computer Science or similar technical degree with Management education
Good communication skills - verbal and written - with the ability to collaborate well in a team and across organizations
ITIL Certification and practitioners experience in IT Operations & management
Own the end to end monitoring and analytics function and services within the Operational Excellence tower
Design, Implement and operate a Workplace Digital technologies monitoring & analytics platform with dashboards comprising Service Level reporting, Unified End Point Monitoring and user adoption
Setup processes and requisite integrations with tools like ServiceNow, Nexthink, Airwatch, SaaS Platforms, etc to ensure proactive monitoring alerts are processed and channelled to right product teams for suitable remediation in a timely manner
Drive reporting and communication for user adoption stories in conjunction with BE&T EE leads and other stakeholders
Define a KPI dictionary for the Workplace CoE Operational Excellence function addressing end-point monitoring parameters, service management and user adoption domains.
This should be complete with various source and target system definitions and field identification