IT Service Delivery Lead

IT Service Delivery Lead

Houston, Texas, United States

Job Summary

Petrofac, Inc. seeks an IT Service Delivery Lead to work in Houston, TX. Apply at https://www.petrofac.com/careers/find-a-job-at-petrofac/. Must put Job Code IT-SDL-77082 on the resume.

KEY RESPONSIBILITIES

• Oversee and provide first- and second-line support for IT in the respective project offices. This includes laptops/desktops, printers, AV and meeting room equipment, supporting MS Office and business applications and delivering images and upgrades. While the Desktop support engineer will primarily support Windows a broad understanding of other IT technologies such as network and server infrastructure is required to in order troubleshoot complex problems and undertake routine maintenance activities supported by 3rd line.

• Serve as Focal Point for IT Services scoping and delivery in USA. This includes Engaging Respective Teams (ERP, Engineering, Applications, Infrastructure, Cyber and Digital) for scoping and Delivery, Developing Project plans in coordination with stakeholders, ensuring catalog of services is consistent with BoQ and costs in Project Proposals. Tracking variances in costs, scope and schedule and remediate variances in coordination with Project Directors

• Work with the business to understand and interpret their needs. Proactively identify areas of opportunity and offer advice/training to ensure maximum exploitation of approved IT technologies. Participate in PMO to gain visibility to IT Projects and how they influence process change in the region.

• Provide support for software and engineering applications including installation, licensing, troubleshooting support etc. This will require regular communication with application support experts in Sharjah /India.

• Ensures maintenance of company IT systems by working directly on them via SMP or delegate to helpdesk technician.

• Work with the central Infrastructure, network, desktop, and technical computing support teams globally to ensure compliance with global support processes and technical guidelines (e.g. hardware specification and procurement, backup procedures, virus control, PC build, software installation and licensing, security administration etc). Maintain regular contact with the central global IT team.

• Support to ensure timely execution of strategic Infrastructure and Cyber projects.

• Provide hand and feet support for local infrastructure service to Hosting, telecom and Network team.

• Maintain accurate and up to date documentation of the IT infrastructure, including PC, Printer, Network, Server, accessories inventory, third party contractual documentation (maintenance contracts, support contacts etc.)

• Support the Administration and maintenance of various productivity enhancement tools such as SharePoint and O365 and champion the fullest possible use of this technology.

• Administration of the various communication technologies in use, including maintaining use of wireless LAN, mobile devices, and follow-me printing.

• Assist with enterprise-wide systems and activities including infrastructure and architecture, application development, networks, strategic vendor relationships, outsources and computer and auxiliary operations and support.

• Provide break/fix and IMAC support for server estate, including MS Exchange, Active directory, DCs printer services, content filtering solutions, proxy servers, VMware platforms, and backup systems.

• Enforces policies and procedures to protect IT assets, improve security and privacy of company information.

• Support a wide range of users on technical problems including connectivity, access, computer hardware, desktop, laptops, handheld devices (mobile phones, tables, and VOIP phones)

• Provide system support for local timekeeping system that is key to payroll and coordinate with GSD on local issues.

• Ensure maintenance of anti-virus systems within business security standards and policies as well as be responsible for oversight of all IT service providers, IT infrastructure and systems.

• Help Petrofac embrace contemporary technology to make measurable improvements to our operations as well as protect the company from Cyber threats.
  
  MINIMUM EXPERIENCE: 10 years' experience supporting Enterprise, Application, PC, Network and Infrastructure for a Global Tier 1 oil and gas Contractor. Experience must include:
  
  
  • (5) years of experience supporting both onshore/offshore oil & gas platforms and office-based businesses to include (5) years of experience with related cyber security, troubleshooting and response
  
  
  
  • 10 years of experience of working with a ticket system, escalating, and providing information for multiple IT teams and managing issues through to resolution
  
  
  SPECIAL REQUIREMENTS: Microsoft SharePoint software - 5 years in Cisco Network devices - 5 years in Vmware - 10 years in ServiceNow - 10 years in Cyber Security systems - 3 years in Server configuration, Cloud services & Operations, and Microsoft365
  
  LANGUAGE REQUIREMENT: Must be able to read, write and speak Spanish (advance).
  
  TRAVEL REQUIREMENT: 25% travel requirement locally and internationally.