On-site Support Lead

This is a fully remote position, open to applicants in India.

📋 Description

• Lead and oversee the regional field-support onsite technician team, ensuring adherence to SLAs/OLAs and KPIs.

• Manage hardware lifecycle, user lifecycle, and incident escalation processes across the region.

• Provide performance metrics related to regional SLAs, offer proactive guidance, and evaluate the effectiveness of the field service team.

• Contribute to the development of support operation manuals, documentation, and the internal knowledge base.

• Assess risks linked to proposed change requests, suggest alternative solutions, and take part in Change Advisory Boards.

• Implement proactive service improvement initiatives and conduct cost-benefit analyses in line with IT Global guidelines.

• Coordinate and monitor small IT projects globally across On-Site Support.

• Track project scope, milestones, actions, and risks, keeping stakeholders updated and ensuring initiatives remain on schedule.

• Utilize Convatec's StageGate project methodology and PPM tools when applicable.

• Serve as the primary global liaison between On-Site Support and the Digital & AI PMO as well as the CBS PMO.

• Ensure OSS is identified, engaged, and mobilized promptly for global projects requiring OSS involvement.

• Translate PMO requirements into actionable OSS tasks and relay readiness, constraints, and dependencies back to PMOs.

• Assist with gate submissions and project governance by providing OSS input, effort estimates, and delivery status updates.

• Enhance relationships with stakeholders and business units by representing the voice of the customer.

• Recruit, develop, and retain field service teams.

• Maintain engagement with senior end-users and comprehend regional cultural perspectives.

• Ensure the attainment of Service Level Targets through service-level reports and monthly service review meetings.

⛳️ Requirements

• At least 5+ years of experience in a leadership role within IT.

• Strong understanding of IT infrastructure, networks, servers, cloud computing, and security.

• Proficient in ITIL or similar IT service management frameworks.

• Familiarity with monitoring, automation, and incident management tools and technologies.

• Solid grasp of regulatory and compliance requirements in the operational regions.

• Project coordination skills with the ability to organize, track, and drive small initiatives to completion across cross-functional teams.

• Knowledge or experience with the StageGate project methodology would be highly beneficial (though not mandatory).

• Proficient in MS Office and ServiceNow.

• Outstanding problem-solving, decision-making, and communication abilities.

• Strong organizational skills, discipline in follow-up, and a results-oriented approach.

• Ability to coordinate across regions, cultures, and time zones, while fostering strong stakeholder relationships.

• Proactive in enhancing processes and motivating teams; adaptable in a fast-paced work environment.

🏝️ Benefits

• Flexible working arrangements.

• Continuous learning and development opportunities.

• Competitive salary.

• Access to health and wellbeing programs.