On-site Support Lead APAC

Overview

On-Site Support Lead for APAC, responsible for leading regional on-site support delivery and coordinating OSS participation globally.

What you'll do

• Lead and manage the regional field-support on-site technician team.
• Own hardware lifecycle management, user lifecycle management, and incident escalation across the region.
• Deliver performance metrics against regional SLAs and guide/evaluate field service team effectiveness.
• Develop support operation manuals, documentation, and expand the internal knowledge base.
• Coordinate small on-site support IT projects globally, tracking scope, milestones, actions, and risks.
• Act as primary global point of contact between On-Site Support and multiple PMO teams.

What you'll need

• Minimum 5+ years in a leadership role in IT.
• Strong knowledge of IT infrastructure, networks, servers, cloud computing, and security.
• Proficiency in ITIL or similar IT service-management frameworks.
• Familiarity with monitoring, automation, and incident-management tools/technologies.
• Proficiency in MS Office and ServiceNow.
• Project coordination skills to organise, track, and drive small initiatives to completion.

Details

• Work location stated: India - Remote (hybrid flag also appears in the posting).