This is a key operational role within the Emerson Enterprise IT Service Delivery and Operations Organization. The incumbent will act at Emerson enterprise level and manage on a daily basis a large-
scale PC endpoint environment with a focus on Enterprise IT services operational management & compliance posture.
Emerson IT Services span a variety of businesses, sites and user base count, going from small sales offices to large manufacturing and engineering facilities, serving 60,000+ users on a 24 / 7 basis.
Provide Global Service Operational support to Endpoint Lifecycle Management Service as defined by service owners, and until Vision 2020 full provisioning, provide support on any other legacy client service.
This includes standard PC rollouts to sites, configuration of supporting servers and maintain Emerson software baseline up to date on all PC endpoints.
Provide Enterprise-scope patching for PC Endpoints aligned to Enterprise Security policies.
Execute Emerson-wide or specific scope software deployment projects.
Ensure PC Endpoint environment is adequately managed in Asset Configuration Database and participate to software licensing compliance. Operations
Manage a standard Enterprise PC Endpoint lifecycle service in a challenging environment (25+ languages, 25+ currencies, many site profiles & user personas) supporting specific local business needs
Ensure adhesion to SLA’s by a strong focus on automation and service improvement, working together with DeskSide support IT, Workforce productivity, other Global Operations teams, and others as required.
Manage Client & Security related events, incidents, requests, access and problems in an appropriate and effective manner
Follow Major Incidents / Disaster Recovery procedures when required
Ensure the environment is monitored appropriately and deviations are investigated and remediated; support a follow the sun methodology to leverage global team presence to minimize Time-to-restore Service.
Participate to Problem Management and Service Review initiatives in cooperation with Design Team, Transition Team, Service Delivery Team, and others as required
Coach local IT on Client & Security Infrastructure Services when required by any relevant means, such as webcasts
Create and maintain up-to-date required Client & Security operating procedures and documentation
Provide required reports related to Client & Security Services to defined stakeholders
Create, deploy and maintain Software packages for usage at Enterprise level using the existing framework.
Patching, Compliance & Security
Apply security patches and improve security compliance for all Emerson PC Endpoints using agreed toolset & procedures.
Apply defined Security and Compliance policies and regularly check their enforcing mechanisms are correctly applied
Work with Emerson’s security teams on relevant IT security aspects, including antivirus, data protection, access permissions, and any future requirement.
Work with IT Asset Management Software Licensing Team to ensure the maintenance of a legitimate software environment
With data safety in mind, provide Endpoint PC Backup solution deployment and operational support, and assist with the migration to such tools from existing tools.
Ensure appropriate site coverage for Enterprise security solutions, including Client and Server Management agent, Antivirus, Endpoint Encryption, Data Leak Prevention, Central Log collection, and escalate to Platform Operations teams to remediate any deviation
More generally, execute the Operational function for any Security strategy & policy affecting any Emerson site IT asset pertaining to Enterprise IT services.
Minimum 3-5 years’ experience in a Desk Side Support (which also includes IT users support) or an Operation function role, preferably in a large Enterprise environment
Specific IT Skill areas should include : PC hardware knowledge Expert in Microsoft Windows client operating systems including Windows 10 and Windows 7 Microsoft Windows Server system administration knowledge, including DFS, Active Directory large-
scale environment knowledge (GPOs, Sites & Services) IP networking administration and services including DNS, DHCP Ivanti / LANDesk Management Suite Administration Application Deployment and Packaging knowledge Scripting skills (PowerShell, VBS) knowledge VMware ESXi / VCenter knowledge is an advantage Cisco networking knowledge is an advantage
An effective communicator Good written communication skill Good documentation & procedure writing skill Able to manage challenge of daily remote communications through multiple tools (Instant messaging, email, phone, project management interface)
Willing to travel for short periods of time on occasion
Strong, demonstrable Customer focus
Strong analytical capabilities and good problem-solving skills
Language knowledge : Fluent in English (speaking / reading / writing), other languages an advantage
Quick learner, team player
Logically organized, efficient and creative CustomersInternal :
All IT Personnel within Emerson, including but not limited to : Emerson IT Service Delivery Emerson IT Global Service Operations Emerson IT Infrastructure Design & Transition Team Emerson IT Applications Community
All users for Emerson (occasional direct support to End Users) External :
Vendor support organizations
Vendor sales organizations
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