Job description:

BigFIx
Responsibilities
Lead and manage a team of End User support specialists in PC Services area
Lead and drive continuous improvement opportunities in end user experience
Interface with Senior IT leadership on problem/incident calls and acts as an escalation point
Coach and mentor team members, promote a growing, transformative IT culture
Design and implement an endpoint software distribution solution that encompasses modern imaging, packaging, and software deployment best practices
Assures that the End-User Computing support team operates effectively to meet defined Service Level Agreements and defined customer expectations.
Assess upcoming technologies and recommend innovative use of new features and technologies related to desktop management with the objective of enhancing end user experience
Work within established configuration and change management policies ensuring awareness, approval and success of changes made to the areas of responsibility
Work and communicate with a wide range of people peers, vendors, staff members including program leadership, and others
Hands on experience on Big Fix administration, OS/Security patching, Fixlet/baseline/Task execution, installation and configuration of agents/relays
Understanding of packaging and deploy via Bigfix
Should have experience in upgrading Big Fix infrastructure
Develop custom fix let/analysis/baseline as per requirement
Detail understanding of Big fix relevance language
Should have experience working with Web Reports
Hands on experience in creating custom software signatures for IBM Big Fix Inventory
Basic Hands On experience with UNIX, AIX and Windows OS.
IBM Big Fix Compliance Security and Compliance
Big Fix integration with Service Now
Scripting knowledge - VBScript and shell script
Qualifications
At least 7 years of Experience Managing End User Computing/Desktop level Support
Experience supporting remote users and environments
Excellent verbal and written communication skills
Strong Presentation Skills
Strong technology troubleshooting skills
Strong Presentation Skills
. Windows OS, Patching, Imaging, SQL Queries

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases