Service Desk Analyst


Delivery Unit - Workspace Infra based out of Delhi

Job purpose

Responsible for providing the first point of contact for internal& external customers. Responsible for providing hardware, software, servers, printers, Networks, communication and procedural support over the phone and online in an effort to aid our business units in operating in an effective and efficient manner. Provides resolutions to problems in a professional, timely and cost effective manner.
Available for shifts in 24x7x365 is must

Duties and responsibilities

  • Below are list of responsibilities (not limited to )
  • IT Support relating to technical issues involving Applications, operating systems and hardware.
  • Issue or manage ticket as Level 1/2
  • Escalate to management when required.
  • Basic technical support at the server, storage, network level
  • Ability to work in a team and communicate effectively
  • Act as the single point of contact for all types of incidents and service requests
  • Available to work weekends, holidays, and nights.
  • Ability to adapt to a fast pace environment that is constantly changing.
  • Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).
  • Experience in identifying operational issues and recommending and implementing strategies to resolve problems
  • Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
  • Analyses and identifies hardware, software, procedural and/or communication problems.
  • Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
  • Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes.
  • Adheres to department and company policies, procedures, and expectations particularly service level objectives.
  • Works with employees within and outside the department to ensure the resolution
  • Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions.
  • Provides troubleshooting and support.
  • Provides phone, email and help-desk support for local and off-site users.
  • Analyses customer needs to determine functional and cross-functional requirements.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.
  • When applicable, provides suggestions for process and procedure improvement.
  • Incident management: Monitors, tracks the incidents and requests to ensure they are closed in time
  • SLA Management: Keeps tracks of SLA’s and ensures that agreed SLA’s are met.
  • Reporting: Prepares daily, weekly, monthly reports in format requested.
  • Escalation management
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • At least one year professional experience in a "help desk"/Service Desk or similar professional role
  • IT Support relating to technical issues involving Applications, operating systems and hardware.
  • Escalate to management when required.
  • Ability to work in a team and communicate effectively
  • Act as the single point of contact for all types of incidents and service requests
  • Experience in ITIL tools like Service Now, BMC Remedy etc is must

 

Qualifications

  • 1-3 years of directly related experience supporting help desk/Service Desk operations.
  • Degree or Technical Training.
  • Experience in infrastructure technical support.
  • Experience in an ITIL environment.
  • Proficiency in Microsoft tools.Basic Knowledge of Server, Storage and Network will be added advantage

 

Working conditions

 

  • Flexible to work in 24x7x365 is must

 

To apply, email your application and resume to careers@totalitglobal.com

 

Service Delivery Coordinator


Delivery Unit – DC Infra based out of Delhi

Job purpose

  • Schedule field support work by speaking to clients and Vendors
  • Following up with clients and technicians to coordinate the jobs
  • Dynamically coordinating with clients and technicians under changing scenarios
  • Matching technician availability, location of technicians, location of jobs and timings to execute field jobs with maximum efficiency
  • Maintain service availability 24X365

Duties and responsibilities

  • Be the face of TIG in front of the Client Management Team
  • Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments
  • Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts.
  • SLA Adherence = 100%
  • Partner billing Validations and sharing correct data for Monthly billing to Finance.
  • T&M management
  • Act as the single point of contact to the customer for all types of service requests
  • Administrative duties
  • Manage the ticket lifecycle from creation to resolution while keeping the end users informed of updates
  • Escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution
  • Daily assessment of outstanding tickets and follow-up
  • Create daily/weekly/monthly ticket reports and identify trends for leadership insight
  • Assist in equipment procurement processes, and inventory management
  • Documentation of existing processes and assisting IT management to identify methods to streamline IT workflow.
  • Assist with Helpdesk/ IT support requests as needed when directed by Service Delivery Manager.

 

Qualifications

  • Bachelor Degree in information technology or equivalent experience.
  • Basic to moderate understanding of Microsoft Office programs (Word, Excel,
    PowerPoint, Outlook) necessary
  • Knowledge of technical terms
  • ITIL or Six Sigma experience.
  • Experience with Crisis management and ability to facilitate problem resolution in stressful situations
  • Background in IT maintenance or a technology services industry.
  • Advanced experience with Microsoft Office, specifically Word, PowerPoint and Excel.
  • Excellent written and verbal communications.
  • Minimum 1 year of Data Analysis experience.

 

Working conditions


  • Pressure handling capacity
  • Support 24/7 operations

 

To apply, email your application and resume to careers@totalitglobal.com

 

Analyst – Corporate Governance and Compliance


 

Job purpose

This position is responsible for coordination on the implementation of Processes, System/tool across organization, Governance, Risk Management and Complying with other programs. This position has several principle accountabilities as outlined below:

Duties and responsibilities

  • Evaluates and draft new policies and procedures for operational and control impacts on corporate governance standards.
  • Lead (in conjunction with the Other stakeholders) the maintenance and application of system processes  and tools
  • Integrate management requirements into organization’s business process with help of Manager
  • Promote and monitor TIG corporate wide process
  • Implements and maintains operational plans for key corporate governance control activities to ensure compliance with legal and regulatory policies and procedures
  • Identifies ongoing process improvements, operational gaps, and potential remediation steps. Investigates and resolves governance issues across organization
  • Functions as a liaison to internal departments and aids in surfacing gaps between written procedures and its execution; ensures compliance with internal procedures and regulatory agencies wherever applicable
  • Conduct regular internal Audits and publish results to Management
  • Assist team in writing the CAPA and track the same till closure
  • Implement TIG records and documentation program. Work with business units to ensure data is properly classified and maintained as per international quality standards
  • Leads ad hoc projects and helps develop and implement corporate wide or business unit governance initiatives.
  • Regularly review and assess (with input from TIG and relevant stakeholders) the Risk Management Policy, Strategic and Operational Risk Registers to ensure compliance and effective risk management is maintained.
  • Work towards organizational goal of implementing effective tools and systems , Quality management system and other standards as applicable to organizational need
  • Performs other duties as assigned

 

Qualifications

  • Bachelor of Engineering (IT or CS) degree minimum. MBA preferred.
  • Experience 2 – 3 years’ experience
  • Experience in implementing Various certifications likes, 9001 , 27001, 30001 etc. is preferred
  • Excellent analytical and problem-solving skills
  • Prince V2 Foundation Certified – preferred
  • Strong presentation and communication skills

 

Working conditions

 

  • Flexible to work in different time zones.
  • Flexible to travel (Locally and international)

 

To apply, email your application and resume to careers@totalitglobal.com

 

Finance Executive


 

Job Description

  • Supplier Invoice booking and interaction with internal team and service partner
  • Payment run preparation and upload and ensuring timely authorization of payments
  • PO generation (TIC AU/ITSM SG)
  • Bank & CC Reconciliations
  • Direct Cost Journals/indirect, Salary journal
  • AP Ageing analysis
  • Balance sheet Reconciliations
  • IC Recharges/Billing
  • IC Reconciliation
  • Ensure entries are completed for month end closing within timeline
  • Prepaid and expense provisioning on monthly basis
  • Fixed assets accounting
  • Maintaining all accounting documents for audit purposes
  • Co-ordination and relationship building with internal team.
  • Audit co-ordination
  • AR billing and invoicing. Any adhoc management reporting.

 

To apply, email your application and resume to careers@totalitglobal.com

 

Legal Analyst


 

Job Description

  • Operations including drafting, review and negotiations of all types of contracts (customer/vendor/employee etc) spanning across services, software licenses, equipment leases, banking, credit, treasury, acquisitions, various procurements for hardware, software and services, HR/employment and so on.
  • Offering legal support to all teams and departments across organization’s worldwide entities for all complex contractual, employment, IPR and other issues requiring interpretation and guidance within the applicable contractual and legal parameters besides advising and strategizing on key pre-and post-litigation issues
  • Coordinating with internal teams like IT Security, HR, Sales & Marketing, Procurement and others to manage complex issues pertaining to their areas
  • Work together and assist the corporate governance and compliance team to ensure 100% compliance of local legislations as well as contracted commitments.
  • Examining Domestic and International RFPs for different products and services, thereby mitigating risks pertaining to revenue recognition and other legal issues
  • Performing legal audit for the contracts that organization has already entered into to identify and advise on mitigating organization’s legal risks
  • Supporting in analyzing and drafting important organisational policies including sexual harassment, anti-bribery, whistle blower, IT security, protection and management of software and various other organisational and employment related issues
  • Dentifying legal & business risks associated with contracts / agreements and taking pragmatic steps to address, resolve & mitigate the risks, which pose as a hurdle in agreement / contract closure thereby protecting company’s interest
  • Interpreting contractual obligations & rights and evaluating technical problems for management reporting
  • Manage various domestic / international RFPs from legal perspective
  • Deal with clients and external consultants including law firms from Europe, USA, Australia, Middle East, APAC on various issues
  • Actively coordinate on legal aspects of incorporation of subsidiaries in Europe, USA, Australia, Middle East, APAC
  • Implement measures to identify and rectify deformities or abnormalities like lack of standardization of geo specific and service specific templates.
  • Streamlining processes through measures such as implementation of authority & deviation matrix.
  • Good knowledge of various compliances under Companies Act and other corporate laws including but not limited Foreign Direct Investments, Foreign Companies Establishments in India, Company Secretarial matters , FCRA Advisory and issues , SEBI Laws and Corporate Laws, Company Laws, OSP Registrations , Mergers, Acquisitions and Corporate Restructuring, Opinion on Business Structures and Business Models, Drafting of agreements and Contracts, Legal Business Structuring, International Taxation, Cross border transactions, Due Diligence, Legal Opinions
  • Continuously keep oneself and the management updated of changes or revisions in global and local laws and regulations that impact the company in any way

 

To apply, email your application and resume to careers@totalitglobal.com

 

Solution Architect – End User Computing Infra


 

Duties and responsibilities

  • Continuously work on conceptualizing, design, development and delivery of cutting edge and innovative EUC solutions as per the customer needs, market and technology trends
  • The Solution Architect is expected to be subject matter expert in the End User Computing Lifecycle, including Device as a Service
  • As an established expert the position provides both an internal (Technical Architects) and external (Vendors) focal point in delivering enterprise scale infrastructure services to the TIG customer base.
  • Lead EUC bids and deliver transformations for large enterprise customers
  • Develop relationships with key vendors; Citrix, Microsoft, VMware, AppSense and Lakeside
  • Technical ownership of project delivery and engaging closely with the Project Manager to ensure projects are delivered on time and on budget.
  • Run technical workshops covering multiple technologies
  • Perform presales activity in support of the Business Development team, creating both High Level Designs and Low Level Delivery documentation.
  • Manage the proof of concept (POC) initiatives, which will require the involvement of the appropriate resources (engineers and/or developers), and setup and delivery of the POC.
  • The objective of the Technical Architect engagement is to create a technology solution that will deliver against the customer's objectives and meet TIG's requirements for increasing business through profitable and structured engagements in the required technology domains. Recommend architecture upgrades based on technical trends or changes in the nature of the systems that use architecture; provide cost/benefit analysis for architecture design; balance the requirements for quality against development and maintenance costs in resolving architecture issues. Determine new ways to package existing technologies in order to produce innovative architectures; suggest new hardware and software that should be developed to surpass the limitations of existing equipment.
  • Proficient in bid document submission
  • Creating Technical Solutions for RFP, RFI and Customer Bids
  • Ensuring minimum dollar value as business target per quarter
  • Maintaining winning ratio of Business
  • Competitor analysis and market intelligence
  • Takes lead / participate in opportunity assessment, qualification as per the standards
  • Developing response strategy, proposal development & Pricing

 

Qualification Details

  • Bachelor’s Degree in Computer Science, Computer Engineering or Similar
  • Certification in TOGAF, Azure and AWS is positive.

 

Skills and Abilities

  • Good experience with desktop and application virtualisation and enterprise mobility
  • Strong domain knowledge of End User Computing is required alongside a successful track record of leading and delivering large scale and complex EUC transformations
  • A good knowledge of broad set of EUC services (Service desk, Desktop support, Exchange, SharePoint, AD, Citrix, Application Packaging, Imaging and Software Distribution), relevant support processes and methodologies, experience of large scale service delivery and transition project management, a high degree of cultural sensitivity and excellent communication skills are critical for the role.
  • Direct experience in EUC architecture and the design of Microsoft Windows based laptop, desktop, and VDI environments on VMware Horizon and/or Citrix XenDesktop.
  • Technical knowledge of Virtual Desktop solutions (Citrix, App V) and Mobile Device Management (InTune, MobileIron, AirWatch).
  • Good experience with Office 365, Lotus Notes, Google Mail, Google Docs.
  • Must have advance certifications in Microsoft collaboration suite (e.g., Office 365 & Windows 10)
  • Should have delivered at least 4 large scale IT infrastructure projects for Enterprises with large IT infrastructure with direct architectural accountabilities for execution and delivery
  • Advanced certifications in Wintel Hardware (i.e. UCS, HP, IBM), Windows -MCSE, desktop & server virtualization (i.e., Microsoft & VMware), AD Exchange, and Cloud
  • 5+ years of hands-on experience in the design and implementation of Virtual Desktop Infrastructure (VDI) systems.
  • 3+ years' experience as an EUC Architect
  • 10+ years' experience with Microsoft Workplace solutions
  • The candidate must have an in-depth knowledge of most of the following core solutions:-
    • Microsoft Hyper-V / VMware ESX
    • Windows Server 2008 / 2012
    • Microsoft Active Directory and Group Policies
    • Microsoft Windows 10
    • Microsoft MDT / WDS or SCCM
    • Microsoft RDS / Citrix XenApp
    • Microsoft Office 365
    • Microsoft AZURE (ADFS / AD / Services)
      In addition to these the following skills sets would be beneficial:-
    • Microsoft System Centre (OM, VMM, DPM, SM or Orchestrator)
    • Microsoft Intune / EMS

  • MobileIron, AirWatch
    • Microsoft Direct Access Gateway
    • Microsoft Forefront Identity Manager
    • Microsoft APP-V Application Packaging

  • Awareness of complementary EUC technologies:-
    • Citrix Suite (XenApp / XenDesktop / NetScaler) o VMware (Horizon)
    • Ivanti Suite of Products
    • Lakeside Software

  • Suitable Accreditations in supporting core technologies is also beneficial such as MCSE/VCP.

 

To apply, email your application and resume to careers@totalitglobal.com

 

 

Solution Architect – Cloud Computing (MultiVendor)


 

Duties and responsibilities

  • Continuously work on conceptualizing, design, development and delivery of cutting edge and innovative Cloud solutions as per the customer needs, market and technology trends
  • Lead technical presentations, demonstrations, workshops, architecture design sessions, proof of concepts, and pilots to explain, demonstrate, and prove to our largest customers the capabilities of various cloud products and services, and how we can make their businesses more successful.
  • Orchestrating complex solutions with internal and external partners for multiple Microsoft, Amazon & G-Cloud products and services.
  • Customer facing skills to represent AWS, Azure & G-Cloud well within the customer’s environment and drive discussions with senior personnel regarding trade-offs, best practices, project management and risk mitigation
  • Discuss and qualify business alignment and technical fit between customer requirements
  • Consults with Clients to establish, maintain and refresh their strategic direction in Cloud adoption
  • Establish relationships as a trusted advisor to technical influencers and decision makers
  • Lead and maintain the full lifecycle of cloud computing management, from customer needs analysis and environment assessment
  • Assist in evolving and refining global cloud strategy
  • Evolve the on-premise infrastructure making improvements with a focus on HA, scalability, security and monitoring. Must be familiar with best practices in these areas
  • Lead and maintain the design, implementation and documentation of end-to-end solutions for multi-layered applications on a variety of technology stacks
  • Work independently, to open up the boundaries in adopting the best design practices and ensure our products fit elegantly and comprehensively across our solutions
  • Provide engineering designs and plans for cloud migration, cloud operations, and cloud IT optimization
  • Continually research, evaluate and apply emerging technologies to improve the business outcome
  • Provide winning solutions as part of the pre-sales process including responding to formal or informal Requests for Proposals (RFPs) and Requests for Information (RFIs) from existing and prospective clients.
  • Ability to handle pre-sales queries for all technical support opportunities in DC/BDC Platforms Infrastructure domain (Computing, Network and Security)

 

 

Qualifications and Skills Required

  • 5+ Experience with Cloud, IaaS, PaaS; micro-service architecture and architecture models is required
  • 8+ or more years of IT implementation experience
  • Experience in full life-cycle of software development using Agile methodologies
  • 2+ years experience in leveraging DevOps tools/process/methodologies to achieve CI/CD
  • 3+ years Architectural experience on AWS Cloud or Azure Cloud
  • 2+ years in container platforms such as Docker, Kubernetes
  • (Preferred) Experience in building end to end products using Serverless Architecture (e.g. AWS Lambda)
  • Large scale migration experience Data Center to Data Center and/or Data Center to Cloud
  • Infrastructure automation through DevOps scripting (E.g. shell, Python, Ruby, Powershell)
  • Strong understanding of automated infrastructure provisioning and Configuration management using CloudFormation, Terraform, Chef & Puppet
  • Experience managing data center operations, including data assurance, monitoring, alerting and notifications
  • Integration of cloud services with on premise technologies from Microsoft, IBM, Oracle, HP, SAP etc.
  • Experience with IT compliance and risk management requirements (eg. security, privacy, SOX, HIPAA etc.)
  • Scripting and/or coding skills
  • Certification in the following technologies preferred: Azure (Solution Architect), AWS, Linux, Microsoft, VMware
  • Experience driving discussions with senior personnel regarding trade-offs, best practices, project management and risk mitigation
  • Hands-on experience leading the design, development and deployment of business software at scale or current hands on technology infrastructure, network, compute, storage, and virtualization experience
  • Experience with software development life cycle (SDLC) and agile/iterative methodologies required
  • Ability to travel to client locations when needed.

 

To apply, email your application and resume to careers@totalitglobal.com

 

 

Multimedia Designer


 

Job Description

  • Developing and producing multimedia pieces for use on websites, in multimedia presentations and for interactive displays and exhibits
  • Collaborating with marketing and public relations teams to determine appropriate visual, textual and animated element of projects
  • Preparing artwork and media for final approval and distribution
  • Managing proposals from typesetting through to design, print and production
  • Developing concepts, graphics and layouts for product illustrations, company logos, and websites
  • Determining size and arrangement of illustrative material and copy, and font style and size
  • Preparing rough drafts of material based on an agreed brief
  • Reviewing final layouts and suggesting improvements if required
  • Liaising with external printers on a regular basis to ensure deadlines are met and material is printed to the highest quality
  • Shooting, creating and editing videos for company campaigns, websites, social media platforms, etc
  • Preparing and designing PowerPoint slides, brochures, flyers, FB/IG/Google posts
  • Assisting the marketing team and getting involved in marketing activities

 

To apply, email your application and resume to careers@totalitglobal.com