Title:  Infrastructure Operation Onsite Support Specialist

Mission/purpose of the Job

The mission for the Infrastructure Operation Support (IOS) is to carry out operational activities and end-user support on site in UAE

Provide support, conduct pre-check and preventive maintenance tasks according to the On Behalf Of (OBO) Support Service for the warehouse locations, commercial location, and office locations. To ensure quality and continuous improvements with respect to availability, capacity, security, and IT service continuity in the delivered infrastructure services and end-user support. The IOS Onsite Support Specialist interacts with IOS central team based in Japan and India. Furthermore, the IOS Onsite Support Specialist secures compliance with agreed delivery times and performance targets.

 As IOS Onsite Support Specialist, the main tasks are to optimize infrastructure services, co-ordinate and maintain operational changes and ensure continuous improvement of service performance. You need to provide support, conduct pre-check and preventive maintenance tasks according to OBO SLA.

Scope and influence

All related activities in UD Trucks International Sales / HDHQ and DSIT

Key responsibilities/Accountabilities

Responsible for:

• Work under general direction within a clear framework of accountability
• Resolving /incidents/problems/requests using instructions
• Interacts with and influence immediate colleagues
• Have internal contact with customers, suppliers, and partners
• Work with preventive maintenance and Pre-Check
• Determine when issues should be escalated to a higher level
• Support colleagues in line activities and implementation phase of projects
• Plan own work to meet given objectives and processes
• Collaboration and cooperation with HCL on OBO tasks and with end users and stakeholders
• Responsibility includes work cross functionally with SDU’s and external partners
• Participate in regional activities related to own domain
• Impact and contributes to the success of projects
• Assists with the management, monitoring, tracking, prioritization, and update of all IT infra-related service issues and incidents
• Collaborates with the regional Service Desk partner and other colleagues to resolve IT-related service issues and incidents
• Work under general direction within a clear framework of accountability
• Plan own work to meet given objectives and processes
• Influence colleagues within own domain
• Collaboration and cooperation with partner on OBO tasks and with end users and stakeholders
• Responsibility includes work cross functionally with SDU’s and external parties
• Responsibility includes working with process function on the incident, problem, change and knowledge management, QRIT process, tool, and roles.
• Participate in regional /global activities related to own domain
• Influence the success of projects and team objectives

Key targets and results

• Ensure high availability of critical infrastructure systems and services.
• Monitor systems and proactively resolve issues to prevent downtime.
• Optimize the performance of infrastructure and user requirements.
• Quickly and effectively address incidents that affect infrastructure availability or performance.
• Collaboration index

Educational and/or training qualifications and certificates

Relevant university degree is preferable

Experience and knowledge

• A good understanding of the UD Business process.
• Innovative mind-set and strong focus on creating business value.
• Proactively analyze trends and risks within the whole stack.
• Advising on available standards, methods, tools and applications relevant to own domain.
• Taking business requirements into account when making proposals.
• Absorb and communicate complex technical information.
• Managing unpredictability in a technical context.
• Customer oriented service mind-set

Technical/functional/language skills

• Experience in supporting end-users as first and second level support
• Process relevant knowledge such as ITIL Foundation
• Wireless Networks: Experience in setting up and maintaining Wi-Fi networks (e.g., Access Points, WLC configuration). 
• Conversational English