OVERALL PURPOSE:
The Infrastructure Support Section Head is responsible for facilitating end-user devices, networks, and infrastructure support (L1) for clusters and infrastructure testing functions in the cluster. This role leads a team of professionals for infra testing, EUD, and network & infra support professionals to ensure efficient L1 support, incident resolution, and end-user device experiences.
KEY ACCOUNTABILITIES:
Functional Responsibilities:
- Provide L1 support for network and infrastructure issues, responding to cluster-specific user inquiries and resolving technical issues.
- Responsible for rerouting the incidents/SRs to other departments in HQ, wherever needed, to ensure efficient higher levels (L2 & L3) of support for network and infrastructure.
- Identify recurring issues, conduct root cause analysis (RCA), and cascade the information with network and infra teams in the HQ.
- Responsible for managing and provisioning end-user devices, including laptops, desktops, mobile devices, desk phones, and peripherals for the cluster.
- Manage the end-user devices setup, configuration, troubleshooting, and maintenance within the cluster.
- Serve as an escalation point to help desk and network/infra support staff and ensure that escalated issues are solved in a timely manner.
- Adhere to established SLAs, performance metrics, and escalation procedures developed by NWC HQ IT to enhance service quality and responsiveness in the cluster.
- Perform regular infrastructure testing, including system checks, diagnostics, and performance evaluations.
- Proactively report the network & infra issues identified during testing to the HQ network and infrastructure teams (under infrastructure GM) and assist in resolving the issues.
- Develop periodic and ad-hoc reports on activities related to the functional area, as required.
- Implement and enforce the section’s policies and procedures while performing daily activities and processes.
- Supervise the implementation of the section’s operational plans and daily priorities to meet operational objectives.
- Develop work schedules, assign and monitor tasks, implement productivity standards, and resolve operational problems.
- Supervise staff and monitor work processes and performance.
- Provide coaching, guidance, and mentoring to the section’s staff as required.
