Overview of role, purpose, and scope – Responsible for the management of the overall OFP (Operational Focal Point) Council program for the Eastern Hemisphere. This includes, but is not limited to, maintaining constant communications with Xerox Business application owners and OFPs concerning the makeup of current/future client images, maintaining a database of current Xerox Business Applications and the compatibility of the applications with the current Xerox Standard Client build, communicating changes to the Standard Client Build to all business application owners and OFP Council members, assisting with the management of annual client image upgrades. Additionally, this position will involve the support and/or project management of other projects, proofs-of-concept and user acceptance testing as required, as well as participation in other group- and enterprise-level projects as a technical resource/specialist with a broad knowledge of how IT systems work together, particularly how the PC interacts with the rest of the IT infrastructure.
Day-to-day activities –
1. Chair of the Eastern Hemisphere OFP Council
1. Communicate Updates
2. Update the corresponding SharePoint site
3. Communication any new initiatives or other actions needed of the OFP members
4. Provide answers to any requests/questions posted to the SharePoint Discussion site
5. Lead discussion and assign actions when recurring issues arise
2. Post Client Engineering Updates to PC Services and links from it. Maintain website.
3. Attend Patch Review Board meetings
4. Communicate any changes to the client to OFP members and/or other Xerox employees
5. Act as a conduit between applications owners/OFP members and the Client Engineering Support team.
6. Manages the CFI (Customer Furnished Image) process with PC vendor for all Eastern Hemisphere locations
1. Works closely with vendor to set up an agreeable schedule for the CFI process
2. Delivers the engineered Xerox Global Image to the PC vendor
3. Communicates availability of the image to those employees who obtain their PCs directly from the manufacturer
1. Assist Business Application owners/points-of-contact with trouble-shooting application incompatibilities with Client Image software to help ensure Business Applications function properly with the current Client Image.
1. Particularly when security policies require an upgrade of current Client software and applications must meet security requirements
2. Primary interface between EISD Global End User Compute Services Team and Atos Enterprise Configuration Management (ECM) Service Quality Manager and engineering team.
1. Oversees ECM operations
2. Ensure Atos team is addressing any issues
3. Manages the relationship and responds to Xerox Business Unit requests for ECM support related to delivery of business unit software
4. Ensures ECM services is meeting contractual service levels
3. Project manage other projects, proofs-of-concept and user acceptance testing as required.
Develop project plans, direct tasks, work with engineering and support representatives as necessary
Provide years of experience, qualifications, etc. – At least 10 years of IT experience, experience with PC imaging, software and patching (required). Bachelor’s degree in Computer Science, Information Technology or related field. MCSE preferred with specialty in Client OS and software applications. IT work experience including managing IT projects with external suppliers & vendors. (Global project management experience is desired). ITIL Experience - Testing methodologies – Static & Dynamic. General understanding of how these technologies are delivered to work groups (required). Well-honed communications skills, both written (Project documentation, How-to Manuals, FAQs, employee communications) (required). Ability to lead meetings, clearly and concisely present material, understand the relationship between the Client and applications (client applications, web applications and mainframe applications). Need to be able to clearly and concisely communicate to both shop floor personnel and senior executives (required). Knowledge of Microsoft System Center Configuration Manager (preferred).
Primary Skillset Needs – General IT knowledge, focus on the PC and it’s interaction with all other areas of the environment, especially web and mainframe business applications (required). General knowledge of Microsoft System Center Configuration Manager (preferred). Some knowledge/skill with web page editing, database manipulation and all aspects of the Microsoft Office Suite of applications (preferred).
Technically competent with a strong background in client hardware and software including:
Hardware troubleshooting and performance/cost right-sizing – Wintel (essential) and Apple Mac (desirable). Thorough knowledge of Windows OS (both client and server), technical knowledge of
MS Office suite for Windows (essential), Thorough knowledge of backend SCCM Services ( 2007 – 2013) (essential), strong knowledge of SharePoint technologies (Site design, SharePoint Designer, Workflows etc.), network and telecommunications skills, and a strong knowledge of backend services including Active Directory, Exchange 2003- 2010, SCOM
Secondary Skillset Needs – Competent, clear, concise verbal and written communications (communicating with users of all levels is a skill utilized multiple times every day, to explain policy, enforce policy, assist users with troubleshooting an issue, obtaining specialized equipment, etc.) (required). Problem solver (receives many calls/emails every day stating issues/problems and must be able to provide a satisfactory answer) (required). Works with little to no supervision (required). Knowledge of Xerox Corporation organizations (preferred).
Overview of role, purpose, and scope – Responsible for the management of the overall OFP (Operational Focal Point) Council program for the Eastern Hemisphere. This includes, but is not limited to, maintaining constant communications with Xerox Business application owners and OFPs concerning the makeup of current/future client images, maintaining a database of current Xerox Business Applications and the compatibility of the applications with the current Xerox Standard Client build, communicating changes to the Standard Client Build to all business application owners and OFP Council members, assisting with the management of annual client image upgrades. Additionally, this position will involve the support and/or project management of other projects, proofs-of-concept and user acceptance testing as required, as well as participation in other group- and enterprise-level projects as a technical resource/specialist with a broad knowledge of how IT systems work together, particularly how the PC interacts with the rest of the IT infrastructure.
Day-to-day activities –
1. Chair of the Eastern Hemisphere OFP Council
1. Communicate Updates
2. Update the corresponding SharePoint site
3. Communication any new initiatives or other actions needed of the OFP members
4. Provide answers to any requests/questions posted to the SharePoint Discussion site
5. Lead discussion and assign actions when recurring issues arise
2. Post Client Engineering Updates to PC Services and links from it. Maintain website.
3. Attend Patch Review Board meetings
4. Communicate any changes to the client to OFP members and/or other Xerox employees
5. Act as a conduit between applications owners/OFP members and the Client Engineering Support team.
6. Manages the CFI (Customer Furnished Image) process with PC vendor for all Eastern Hemisphere locations
1. Works closely with vendor to set up an agreeable schedule for the CFI process
2. Delivers the engineered Xerox Global Image to the PC vendor
3. Communicates availability of the image to those employees who obtain their PCs directly from the manufacturer
1. Assist Business Application owners/points-of-contact with trouble-shooting application incompatibilities with Client Image software to help ensure Business Applications function properly with the current Client Image.
1. Particularly when security policies require an upgrade of current Client software and applications must meet security requirements
2. Primary interface between EISD Global End User Compute Services Team and Atos Enterprise Configuration Management (ECM) Service Quality Manager and engineering team.
1. Oversees ECM operations
2. Ensure Atos team is addressing any issues
3. Manages the relationship and responds to Xerox Business Unit requests for ECM support related to delivery of business unit software
4. Ensures ECM services is meeting contractual service levels
3. Project manage other projects, proofs-of-concept and user acceptance testing as required.
Develop project plans, direct tasks, work with engineering and support representatives as necessary
Provide years of experience, qualifications, etc. – At least 10 years of IT experience, experience with PC imaging, software and patching (required). Bachelor’s degree in Computer Science, Information Technology or related field. MCSE preferred with specialty in Client OS and software applications. IT work experience including managing IT projects with external suppliers & vendors. (Global project management experience is desired). ITIL Experience - Testing methodologies – Static & Dynamic. General understanding of how these technologies are delivered to work groups (required). Well-honed communications skills, both written (Project documentation, How-to Manuals, FAQs, employee communications) (required). Ability to lead meetings, clearly and concisely present material, understand the relationship between the Client and applications (client applications, web applications and mainframe applications). Need to be able to clearly and concisely communicate to both shop floor personnel and senior executives (required). Knowledge of Microsoft System Center Configuration Manager (preferred).
Primary Skillset Needs – General IT knowledge, focus on the PC and it’s interaction with all other areas of the environment, especially web and mainframe business applications (required). General knowledge of Microsoft System Center Configuration Manager (preferred). Some knowledge/skill with web page editing, database manipulation and all aspects of the Microsoft Office Suite of applications (preferred).
Technically competent with a strong background in client hardware and software including:
Hardware troubleshooting and performance/cost right-sizing – Wintel (essential) and Apple Mac (desirable). Thorough knowledge of Windows OS (both client and server), technical knowledge of
MS Office suite for Windows (essential), Thorough knowledge of backend SCCM Services ( 2007 – 2013) (essential), strong knowledge of SharePoint technologies (Site design, SharePoint Designer, Workflows etc.), network and telecommunications skills, and a strong knowledge of backend services including Active Directory, Exchange 2003- 2010, SCOM
Secondary Skillset Needs – Competent, clear, concise verbal and written communications (communicating with users of all levels is a skill utilized multiple times every day, to explain policy, enforce policy, assist users with troubleshooting an issue, obtaining specialized equipment, etc.) (required). Problem solver (receives many calls/emails every day stating issues/problems and must be able to provide a satisfactory answer) (required). Works with little to no supervision (required). Knowledge of Xerox Corporation organizations (preferred).
**Job:** *IM Service Delivery*
**Organization:** *Enterprise Infrastructure*
**Title:** *Technical Support Specialist - EH*
**Location:** *India-Haryana-Gurgaon*
**Requisition ID:** *16014755*