Systems Engineering Manager

  • Full-time

Company Description

Tesco Bengaluru: We are a multi-disciplinary team creating a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility, providing cutting-edge technological solutions and empowering our colleagues to do ever more for our customers. With cross-functional expertise in Global Business Services and Retail Technology & Engineering, a wide network of teams and strong governance we reduce complexity thereby offering high quality services for our customers. Tesco Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 4,40,000 colleagues.
 

Job Description

The Role – Systems Engineering Manager

Your responsibilities:

The Systems Engineering Manager (SEM) will lead the team that shapes and delivers the plan for Tesco’s voice and video systems globally whilst ensuring the highest level of service availability.

Act as a gatekeeper for new requests into the voice and video team helping define scope and deliver requirements from across the business.
Ensure new or changing services have fully developed end to end service management models based on agreed and defined processes and standards.
Effectively manage the various third party partners that help deliver the voice and video service globally to agreed standards and service levels defining these where not already in place and agreeing / implementing improvement plans where required.
Understand contract length and coverage for the various services (delivered internally or via third party partners) supporting contract renegotiations where we choose to renew a service or scoping and proposing new technologies to keep Tesco’s voice and video infrastructure meeting the needs of colleagues into the future.
Own the support model for each of the voice and video services ensuring all parties meet their obligations and that the service meets existing company requirement.
Identify and manage Service / Operational risks ensuring our colleagues enjoy the best possible voice and video service with minimal downtime.
Participate in the regular review and continuous improvement of the voice and video service within Tesco including capacity management release management and a drive towards common standards.
Provide pro-active ownership of assigned service improvement plans and initiatives addressing poorly trending service and customer experience KPI's (including working with third party partners where relevant.
Co-ordination tracking reporting and management of service improvement actions resources investigations and resolution planning.
Lead and consistently deliver value added stakeholder engagement across Technology Operational & Business stakeholders.
Manage team performance and improve capabilities by defining objectives training plans that help meet future business requirements and providing timely feedback reward and recognition.

Ensure the voice and video team meets required quality standards commitments and objectives.

Your Skills:
Extensive practical working experience of managing complex and demanding services and driving service improvement projects to time budget and agreed service acceptance standards.
Practical working experience in a related service delivery role. Ideally within a global service environment.
A strong grasp of voice and video technologies including; CISCO IP Telephony Microsoft IM and Presence (Skype For Business / Teams) CISCO Telepresence contact centre voice technologies (BT Cloud Contact Centre) voice and data networking routing and switching PSTN ISDN SIP mobile technologies (4G 3G 2G networks).
Experience operating in a multi-platform technology organisation with regular and consistent exposure to complex Technology
Demonstrate strong leadership of a global team to deliver exceptional service with confidence and authority.
Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner. Both verbal and written.
Experience and aptitude for managing senior stakeholder’s relationships. Cross Business Stakeholders management typically including Customer Operations Product Marketing and Technology Delivery stakeholders.
Knowledge and understanding of ITIL processes - (ITIL foundation certificate / ITIL Managers Certificate desirable)
If you’re ready to work in a dynamic environment alongside talented people who take pride in delivering great results apply today
 

Personal
Flexibility ability to plan and organise responsiveness creativity self-starter
Able to build solid working relationships with peers senior leadership and vendors
Ability to demonstrate strong written verbal communication and presentation skills to all levels of seniority and disciplines within the organisation

Qualifications

Background in Cisco voice and Video
Background in PEXIP 
Cisco Contact Centre (platform)
ITIL
Service Run

Additional Information

Important Notice: 

On behalf of Tesco Bengaluru, we must caution all job seekers and educational institutions that Tesco Bengaluru does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Tesco. Further, Tesco Bengaluru does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. 

Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Tesco Bengaluru shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. 

In the event that you come across any fraudulent activities in the name of Tesco Bengaluru, please feel free report the incident at [email protected] 

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