Chevron ENGINE IT Workforce Enablement Lead

About the position:

This position leads IT Workforce Enablement (WE) operations by developing team schedules, assigning, and monitoring work; gathering resources; implementing productivity and customer service standards; resolving operations problems. Controls expenditures by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions. Delivers high performance by enforcing performance, quality, and customer service standards.

Key objectives of the position:

• Deliver secure and reliable IT Workforce Enablement Services to Chevron ENGINE aligned to the Chevron Enterprise IT service model

• Plan and manage IT Workforce Enablement Service changes efficiently and effectively to meet Chevron ENGINE and Chevron Enterprise IT requirements

• Build effective working relationships with Chevron ENGINE stakeholders, Chevron Enterprise IT, and managed service partners

Key responsibilities:

• Lead and serve as point of escalation on operational incidents and service escalations for IT WE Services

• Serve as Chevron ENGINE escalation and coordination point for IT Service Desk provided by Chevron Enterprise IT

• Align and partner with Chevron Enterprise IT in the evergreen of IT Service Operations

• Provide support to internal and external divisions for events and programs, including some nights or weekends as needed (after-hours and weekends)

• Lead a variety of assignments related to the support of virtual town halls

• Lead in growth and build out of WE IT Services as the Chevron ENGINE matures

• Lead efforts in the purchasing of hardware, software, and technical services to ensure adherence to technical and security specifications

• Create and manage technical inventories, documentation, reports, and metrics

• Ensure On-Call and Remote support as needed

• Function as technical lead with supervisory responsibilities of managed service activities

• Plan, organize, and assign work for the team, communicate and define expectations, and provide technical guidance

• Establish team goals that support organizational objectives by gathering pertinent business, financial, service, and operations information, identifying and evaluating trends and options. Basis the information choose a course of action, define objectives, and evaluate outcomes

• Maintain customer service standard by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures

• Complete customer service operational requirements by scheduling and assigning team members and following up on work results

• Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, and recommending system requirements

• Assess customer satisfaction with services by designing and implementing satisfaction surveys, analyzing and interpreting results

• Responsible for continuous learning and development in current position expectation and growing in other technical area

Required qualifications:

• Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field

• At least 7-10 years of technology experience in IT Service support and supporting IT infrastructure (MS Windows/Azure Environment) including desktops/notebook computers, printers, networks, conference/Audio Visual rooms in an Enterprise Environment (+500 users)

• At least 2 years in a supervisory/leadership role in the IT Service Delivery space

Bengaluru, Karnataka

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