IT Operations On-Site Support Executive

Mesan Kilit A.Ş. (Essentra Components)

"This role will be based on Silivri "  

The IT Operations Site Support team provides end user support, project delivery across on-premises and cloud-based end user IT services and applications. They work across functions providing expertise and input into daily productivity challenges, continuous improvement activities, operational issues and multiple business and IT project initiatives.

The Technology Leadership Team (TLT) vision is for the IT Operations team to provide a globally consistent, standardised and secure end user computing services portfolio that evolves with business needs and technology improvements resulting in optimum staff productivity, improved user experience and an ability to add/create value by leveraging the latest capabilities.

The IT Operations Site Support team support key functional areas, specifically across Microsoft Office 365 cloud applications and services, client platform technologies, enterprise device management and application deployment, manufacturing shop-floor application, and printing to ensure the stable operation of the organization’s IT end user service provision in accordance with global standards. The role also involves scheduling direct activities to resolve escalated hardware and software problems in a timely and accurate fashion.

This role will provide line management to it site support team, acting as an escalation point and providing technical and operational guidance to the team. This includes daily performance and KPI management to ensure user issues are resolved in a timely manner whilst providing good levels of customer service.

Responsibilities:

• Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
• Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
• Performance monitoring, setting, and reporting of the teams’ KPIs, targets and goals to Senior Management and wider business.
• Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.
• Support of key functional areas across Microsoft Office 365 cloud applications and services, client platform technologies, enterprise device management and application deployment, manufacturing shop-floor application, audio-visual and printing.
• Contributor for Incident and Problem Mgmt. plus Service Requests to meet objectives to documented SLA/T(s) and measurable KPI(s).
• You will develop and maintain excellent and professional relationships with users; with an emphasis on service delivery offering advice and support to become a trusted point of contact.
• Where appropriate and if on site, assist with any on-site Operational Activities/Incidents and Service Requests as logged via the Global Service Desk.
• Oversight of the Asset and licensing management across the IT Operations End User scope as directed by the IT Operations management team.
• Ensure the IT Operations IT systems are maintained per current Essentra policies (areas to be agreed with manager)
• Drive continuous technical improvement of the IT Operations services and satisfaction scores.
• Deployment of IT Operations security measures.
• Continually maintaining cyber awareness to ensure that good security practices are always followed.
• Carry out duties to ensure compliance with policies, standards and procedures (operational, legal, regulatory) in accordance with Essentra governance mandates.
• Produce updates and information on system issues, root cause and resolutions and make them available to management, as requested.
• Provide Operational handover (documentation) for acceptance of all new technologies implemented.
• Constantly strive to improve individual competency and personal development to maintain strengths, address weak areas and learn new technologies/concepts as presented by business initiatives.

Skills and Experience:

• Good working experience of line management in a technical environment within a multi-national organisation with relevant experience in End User Support.
• Hands-on experience in large-scale 24/7 enterprise environments hosting 000’s of users, complex systems, multiple cloud services and business locations.
• Extensive understanding of Windows-based computer systems, enterprise connectivity, Microsoft applications across a global organisation with on-premises and cloud-based services
• Technical administration of Microsoft end user: Windows desktop and server (AD, DNS, DHCP), Office desktop apps, Office365.
• Office Audio-visual and printing
• Very good communication and presentation skills in written and spoken English with additional languages a bonus.
• Ability to manage and own escalated issues to resolve incidents and critical support/service tickets.
• Tenacity to hold internal IT teams accountable.
• Flexible and adaptable approach.
• Able to travel in region (Drivers Licence and Passport.)

What we offers

• On-call allowance
• Private Health Insurance
• Energy allowance (Jan, Feb, Oct, Nov, Dec)
• Bayram Vouchers
• Gift Allowance
• Great career prospects
• 4 office days in a week / 1 day home office in a week (It will start after 4 months) 

Location: İstanbul / Silivri

Our shuttle routes: 

- Silivri, Çanta, Değirmenköy, Büyükçekmece, Beylikdüzü, Esenyurt (E-5) 

- Tekirdağ (Çorlu)

Essentra Components are a FTSE 250 global market leader in plastic injection moulded, vinyl dip moulded and metal components. We have a history of over 65 years, producing essential components across a huge range of industries and applications.

At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.

Candidates must be able to demonstrate a pre-existing right to work in Turkey and right to travel across Essentra sites. Documentary evidence will be requested at interview