Specialist end user services

JOB PURPOSE: Lead and manage a team of technical engineers and/or an outsourced contracts in order to securely deliver IT end users Services according to the specifications agreed with Business and IT organization in India, Bangalore. Provide 24/7 (Critical issue) reliable and up to date IT services across the ROA landscape of SABIC s Business operations to serve its customers in India. Ensure timely and correct delivery of end:users facilities on user desk in conformance with agreed Service Levels. Ensure successful Connect to operations of global and regional programs and guarantee maintainability and sustainability. Accommodate future growth by making IT systems a facilitating asset when integrating the new business demand, ensure EUS services design to accommodate future growth. Lead the physical or virtual stake holder relationship management role in their respective area of coverage, ensure timely update to local leadership about the IT progress and performance, manage the relationship between the global IT country part and the regional IT to ensure smooth IT operations and strategic project rollout. Implement regional policies, processes and roadmap in alignment of ROA IT strategy and consultation with regional IT ROA leader. Lead local IT vendor engagement and ensure local guide lines follow for smooth vendor operations, team engagement, compliance and work to support the growth of local and global IT growth. JOB RESPONSIBILITIES: As a member of the Regional IT Services team, participate and contribute to the execution of the overall IT strategy to ensure Global IT maximizes its short, medium and long term value to its customers. Closely work with L4 and formulate and implement plans and budget in line with regional IT strategy for his/her location and befitting the department and needs and objectives of SBUs in Rest of Asia. Create and manage robust operations review processes under ITIL/ISO standardized procedures across infrastructure solutions and services. Maintain understanding of critical business process and manufacturing operations. Establish and lead an effective operational team, integrating key infrastructure related contacts with appropriate supplier representatives. Track and communicate operational metrics (including trending over time) and identify process improvement opportunities. Participate in teams supporting transformation projects with the businesses, such as refresh and consolidation strategies and infrastructure technology rollouts. Work with business and service providers to identify and resolve systemic process and/or service delivery issues. Ensure that end user system incidents and problems are resolved in a timely and effective manner, and reduced by analyzing root cause, minimizing disruption to business operations and adhering to SLAs on availability and resolution response times. Ensure businesses are aligned with EUS(End user servicies) processes and are utilizing appropriate support and infrastructure management tools (service desk, virus protection, etc.). Participate in, and provide critical input into EUS operations,growth planning activities for the india sites, including strategic planning and annual operating plan. Optimize the delivery of existing and new services and support the continuous improvement of the end user support. Ensure execution of firm enterprise and IT policies across the India (T and I/SHPP/SIP) Site. Facilitate collaboration with application architects, infrastructure and IT security engineers, systems administrators, and other technology specialists in project and strategy implementation. Influence and assist with the design, when appropriate, of new alternatives. Ensure 24x7x365 support of systems. Align with global counterparts in order to achieve standardized operations and leverage subject matter expertise. Set administrative management priorities across the team based on business r