Snr IT Engineer II ( Global IT Command Center Lead)

Role and Expectations 

The Command Centre Lead role is pivotal in ensuring the operational efficiency of the IT command centre. This leadership role ensures the Command Centre functions as the nerve center of ASM Global IT. The role requires a blend of technical expertise, leadership skills, and strategic thinking to align IT operations with business objectives. 

The Command Centre Lead will collaborate closely with various teams to ensure seamless information flow and operational efficiency. The role encompasses a wider scope, including collaboration with site IT, cloud, network, and SAP BASIS teams. This position requires managing daily shift handovers and instilling discipline in the teams to ensure every team has a representative on the call. 

The Command Centre Lead plays a crucial role in crisis management and operational efficiency. It involves strategic orchestration of resources, processes, and personnel to navigate intricate operational landscapes with precision and agility.  

Key qualities include strong communication abilities, decision-making prowess, and the capacity to maintain composure under stress. 

Key Responsibilities 

Service Desk Management 

• Oversee 24/7 service desk operations to ensure timely resolution of incidents, requests, and escalations. 

• Define and monitor SLAs (Service Level Agreements) and KPIs to meet user satisfaction targets. 

• Lead, mentor, and develop service desk analysts to improve technical and customer service skills. 

• Implement continuous improvement initiatives, such as the ITIL framework, to enhance service quality. 

• Manage major incident response and communication with stakeholders.

 SAP Access Management 

• Oversee SAP user access controls, including role assignments, provisioning, and de-provisioning. 

• Ensure compliance with audit requirements (e.g., SOX, GDPR) and internal security policies. 

• Collaborate with SAP functional teams to design and maintain role-based access models. 

• Resolve access-related issues and conduct periodic access reviews/cleanups. 

• Stay updated on SAP security updates and best practices. 

End-User Computing (EUC) 

• Manage end-user device lifecycle (laptops, desktops, mobile devices) and software deployments. 

• Oversee support for EUC tools (e.g., Microsoft 365, collaboration platforms, VPNs). 

• Partner with security teams to enforce endpoint protection and data loss prevention. 

• Develop strategies for improving end-user experience and productivity. 

• Evaluate and implement new EUC technologies aligned with business needs. 

Leadership & Team Management 

• Lead a team of service desk analysts, SAP access administrators, and EUC specialists. 

• Foster a culture of accountability, collaboration, and innovation. 

• Conduct performance reviews, training, and capacity planning. 

• Collaborate with IT security, infrastructure, and application teams to resolve complex issues. 

Qualifications 

• Education: Bachelor’s degree in IT, Computer Science, or related field. 

• Experience: 5+ years in IT service desk/operations, with 2+ years in leadership.  

• An understanding of SAP access management (e.g., GRC, user provisioning) is desirable. 

• Proven track record in end-user computing (device management, software deployment). 

• Certifications (Preferred): ITIL, SAP Security, CompTIA A+, Microsoft Modern Desktop, or similar. 

Skills & Competencies 

• Strong technical knowledge of service desk tools (e.g., ServiceNow, Jira), SAP modules, and EUC technologies. 

• Expertise in IT security practices and compliance frameworks. 

• Excellent leadership, communication, and stakeholder management skills. 

• Analytical problem-solving and decision-making abilities. 

• Ability to manage multiple priorities in a fast-paced environment. 

Ideal Characteristics for the Role 

The ideal candidate for the Command Centre Lead role should possess the following characteristics: 

• Leadership: Ability to lead and inspire cross-functional teams, fostering a culture of collaboration and innovation. 

• Technical Expertise: Deep understanding of service desk operations, SAP access management, and end-user computing technologies. 

• Strategic Thinking: Capability to align IT operations with business objectives and drive continuous improvement initiatives. 

• Communication Skills: Excellent communication and stakeholder management skills to effectively liaise between IT and business stakeholders. 

• Problem-Solving: Strong analytical and decision-making abilities to manage multiple priorities and resolve complex issues efficiently. 

• Compliance Knowledge: Familiarity with IT security practices and compliance frameworks to ensure adherence to audit requirements. 

• Vendor Management : Managing vendor relationships and building effective partnerships including monitoring and managing vendor performance to ensure they meet contractual obligations.