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Global Account Management Track Lead
Ref No.: 19-00207
Location: Cary, North Carolina
 Job Description:-
· Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality
· To manage the overall operations and ensure that the standard of services provided to Client have improved
· Manage Operations during business hours and on occasions outside business hours and at weekends
· Standardization and Optimization of existing process
· Access provisioning to all Business applications and network accounts access
· Administer and provide User Access and Exit controls
· Managing resolution of escalated Business Applications, System Issues within agreed SLA's
· Good Analytical skills required to analyze and improve the day to day operations
· Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management
· Churn out monthly report to the management per the schedule
· Keep the attrition rate less than 10%
· To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management.
· Ensuring highest availability of Customer Service
· Work closely with help desk peers & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork
· Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems
· Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments
· Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities

Eligibility and Experience:-
Essential:-
  • Have 6+ years' experience in IT including 4 years' experience in IT infrastructure · 
  • Should have worked in Identity & Access Management (Global Access Management) track and MUST have 1st hand experience · 
  • Strong people management experience · 
  • Skills in examining and re-engineering operations and (ITIL) procedures and processes and ability to analyze, optimize and implement these processes as well as new strategies · 
  • Experience in creating new processes & process documentation · 
  • Group facilitation, mediation and conflict resolution skills · 
  • Be articulate, good communication (both oral and written). 
  • Ability to relate at all levels and to explain process concepts using a variety of verbal, written and graphical methods.
  • Possess a good understanding of IT concepts and solutions · 
  • Ability to Delegate, Analyze, Organize and Priorities problems effectively · 
  • Good reporting & presentation skills · 
  • Customer focus · 
  • Flexibility, problem solving and teamwork · 
  • Project planning and control skills · 
  • Good communication skills · 
  • Ability to work well within a team or on a more independent basis · 
  • Able to balance and progress parallel activities · 
  • Experience in SLA base environment

Desirable:-
· Have a 3+ years' experience in a similar International environment 
· Working history within global companies 
· Lotus Notes Client, how to configure the client & all level of trouble shooting
. RDS is getting around 40% tickets related to Lotus Notes issue, much more confident in Lotus Notes related issues.

Knowledge & Skills –
· Good exposure to help desk, customer service, Access Provisioning and support experience with problem solving involving skills.
· Managing user account across applications running on various platforms like Windows – Active Directory
· To create and administer LAN accounts of the users
· To create and administer various shared resources e.g. Distribution Lists, Directories
· To provide permissions to the user as required by them
· Ensure that the customer has the appropriate access to the tools to support the business in an efficient way
· System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
· Create LAN and/or E-mail account for the users and administer them
· Grant permissions on various network resources available to users
· Creation and administration of Global groups
· Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms
· Creation of New Directories as per the customer guidelines and grant permissions on them.
· Creation, Modification and deletion of users accounts on Oracle/Sql
· Perform development and maintenance of knowledge Base for the User Account Maintenance Processes
· VPN and remote dial-in users
· Hands-on work experience with the following:
o Windows Operating systems and servers
o Clients: Windows XP, Windows 7, Windows 10
· Remote desktop connectivity applications
· MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
· MS office (Word, Excel, PowerPoint), MS Visio

If you have any queries, reach out to Suman - 7603074267 or Steve - 7603074259