business analyst (workplace technology).

This role is overseeing and managing the technical aspects of modern workplace technology solutions, accountable to run day-to-day technical management under Global End User Services (EUS). This encompasses managing day-to-day operational escalations across end markets in the region and working together with the service providers to deliver against agreed SLAs. The role involves of technical expertise, service management ensures smooth transition of technology change, effective adoption across organization, also ensure all relevant processes associated with the services adhere to global IT standards / security policies, procedures and controls.


Accoutanbilities:

• Technical management across Global EUS workplace technology solutions below, which includes understanding of overall business process, system capabilities and configuration.
• Citrix Virtualization Desktop Infrastructure Platform Management
• Microsoft Windows 365, Cloud PC management
• Virtualization Images releases
• Security & Compliance
• Modern Workplace management
• Act as single point of contact for Global EUS Workplace Technology for the region and manage all queries, concerns and issues from the region.
• Deliver required outcomes for projects and other change activities, including supporting all global initiatives and ensuring they are implemented in the region. Ensures that appropriate changes are assessed for their impact on service levels.
• Relationship management of outsourced providers, ensuring SLAs are adhered to and that appropriate quality control processes are in place.
• Maintain regular review process with global service provider which includes service improvement initiatives, IT Security compliance, Service Levels and targets, agree with appropriate actions to maintain / improve user experience.
• Help drive Service Improvement Plans as part of continuous service improvement.

Education / Qualifications / Certifications Required

• Technical Proficiency: In-depth knowledge of Microsoft 365 platform & online services, Microsoft Teams and collaboration, Intune Core Capabilities, Windows 10 /11 and related technologies.
• Service Management: Experience in ITIL service management, including incident management, problem management, change management, and service level agreements (SLAs).
• Communication Skills: Strong communication and interpersonal skills to interact with cross-functional teams, executives, and end-users, and to convey technical information in a clear and understandable manner.
• Leadership Abilities: Effective leadership and team management skills to lead a technical team responsible for technical services.
• Problem-Solving Skills: The ability to analyse complex technical issues, identify root causes, and implement solutions in a timely manner.
• Security Awareness: Knowledge of cybersecurity best practices and a strong commitment to data security and compliance.
• Relevant certifications, such as Microsoft Certified: Intune, Azure certifications, or ITIL certifications, may be beneficial.
• Project Management: Experience in project management, as the role may involve overseeing deployment projects and upgrades.