Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents. Learn more at www.xerox.com.
**Unit/Department Description:**
XIM (Xerox Information Management), is the IT department of Xerox who is responsible for delivery of IT services throughout for the entire corporation. Within XIM, GAPO (Global Application Production Operations) is the functional unit who is responsible for Level 1, 2, 3 support, operations and risk & security services for all the applications that are required to run
the global business for Xerox.
The Technical Operations team within Global Application Production Operations will be responsible for end to end technical support for the full portfolio of applications that support Xerox’s Global Business functions.
**Position/Job Description:**
The Global Technical Operations Leader is responsible for delivery of reliable IT services to the Xerox business globally, covering sales & marketing, back-office, supply chain, finance, business intelligence and corporate functions. As part of the IT strategy, this role will be key to further enablement of the in house Global Technical Operations in our sites in India and other global locations. This role will lead the organization to define the operational process, further refine the organization structures and staffing models to deliver services from the newly formed Global In House centers.
The key service areas under management are :Provides resolution to customers/end users for all issues reported against production IT systems, maintenance of Applications (version/patching), support of operational regulatory requirements, and drive problem management activities. Responsible for IT service delivery governance to ensure the team(s) are meeting the SLA metrics.
Furthermore, the position will be responsible for facilitating operational review forums with internal teams (Engagement) and external Business and XIM Plan functions in order to ensure pro-active delivery planning and structured service improvement initiatives. Plan and follow-up on budgets, and support the process of IT cost charging/allocation towards internal business units. The individual will work in close coordination with XIM colleagues in order to ensure alignment of service levels and efficient resource & capacity planning.
Purpose:
Provides resolution to customers/end users for all issues reported against production IT systems. Responsible for IT service delivery governance to ensure the team(s) are meeting the SLA metrics.
Major Responsibilities:
+ Provides resolution to customers/end users for all issues reported against production IT systems. Responsible for IT service delivery governance to ensure the team(s) are meeting the SLA metrics.
+ Maintains overview of the production support services delivered and success of those services against organizational goals.
+ Defines / implements approach for monitoring and managing the performance of IT Services
+ Ensures necessary arrangements are in place to maintain or recover the delivery of production support services in the event of physical, technical or environmental disaster or major outage to ensure continuity of service delivery
+ Defines and drives adherence to operational processes which are to be used by the organization
+ Ensures the delivery of production support services are maintained at the high levels of quality, standards and operability
+ Takes responsibility for monitoring performance against targets and managing the service in an efficient and effective manner
+ Supports the transition of IT support from 3 rd party vendors into the Global In-house Centers
+ Define appropriate resource levels, shifts and capacity, to enable delivery of production support services across the portfolio.
+ Uses negotiating skills and personal influence to represent Production Operations both within XIM and the business establishing confidence for the delivery of production support services
+ Authorize the allocation of resources for the planning and delivery of production support services
+ Manages budgets and establishes recoveries for execution of production support services
+ Taking into account current and future trends, contributes to process structure at the highest level with respect to full range of matters including operations, hardware and software procurement, operational Risk compliance, staff development and rewards and choice of methods and standards.
+ Provide input for Continual Service Improvement for the organization
Education:
Minimum: Bachelor’s Degree in Computer Science, Information Systems
Preferred: Master’s Degree in Computer Science, Information Systems
Skills, Knowledge, and Abilities:
· 15-25 year work experience focused in a mgmt. role supporting the development or support of a significant portfolio of applications (COTS & Custom); At least 10 years of experience focused on Application Service Operations & Support Functions
· Prior Experience working for US/European based companies
· Involved in setting up Global In House Centers for US/ European companies for Application Service Operations and Support functions; Experience building organization from the ground up
· Must have expert level background in running large mission critical IT operations environments leveraging industry best practice methods
· Experience in leading Global Teams with key interactions to customers located in Europe and US; Team sizes of over 100-200 staff
· 8 years with P&L responsibilities including oversight of high-budget projects
· Previous experience driving continuous cost optimization programs through automation portfolios that reduce standard incidents and requests
· Displays good interpersonal skills at all levels of contact and in a variety of situations
· Able to understand and communicate the potential impact to the business if key disruptions
· Takes initiative to keep both own and subordinates skills up to date and to maintain awareness of and, in area(s) of expertise
· Managing talent in accordance with service delivery model
· Demonstrates knowledge of IT standards
Role Specific:
· Required:
· ITIL v3 certification
· Ability to travel to Global In-house Sites (25%)
· Ability to travel to US and UK (10%)
· Excellent verbal and written communication skills required to document and report on defects and other software issues
· Proven ability to quickly learn new products and processes.
· Work with the IT and Business Teams to resolve incidents
Able to work in high pressure environment
_Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking._
**Job:** *IM Support*
**Organization:** *Xerox Information Management-X000000038*
**Title:** *Expert I, IM Support - Global Technical Operations Leader*
**Location:** *India-Haryana-Gurgaon*
**Requisition ID:** *16029780*