IT Infrastructure & Workplace Applications Associate

You will serve as the primary liaison between the business and IT, responsible for delivering and supporting infrastructure (including networks, storage, and devices) and workplace applications (operating systems, communication tools, productivity software) that align with business needs. The individual will add value by adopting industry best practices, leveraging partner and vendor ecosystems, and deploying technology that is fit for purpose.

Responsibilities:

• Design and documenting the business' requirements
• Facilitate estimation of the solution
• Help the business to understand IT service offerings and expected levels of performance
• Facilitate & ensure best practice in the IT vendor / product selection process
• Act as intermediary between business, IT, and vendors during specification development to ensure clarity of requirements
• Exercise overarching on the various projects
• Ensure the delivery of proper functionality and validate the projected cost/benefits for the respective technology deployments.
• Function as the primary point of contact for business to communicate progress of the various projects and raise & resolve any issues and problems between all stakeholders (business, IT, vendors)
• Manage all levels of interfaces from the management down to operating levels
• Collaborate with members within IT to resolve business problems to deliver solutions that meet the business requirements
• Participate in post-implementation review of projects
• Research new solutions and related technologies
• Conduct regular reviews and contribute to the optimum utilization of systems implemented
• Establish measurement metrics; KPI's and SLA's for all IT (Including vendor) deployed solutions.
• Develop & establish a help desk structure to manage service requests, incidents and change requests.
• Review and evaluate, from a techno-commercial perspective, all systems enhancement requests, and proposals from the business
• Periodic and adhoc Management reporting on all initiatives in hand, their progress, any risks and risk mitigation plans thereof and overall project status updates.

Accountabilities:

Department Store Infrastructure Program:

In partnerships with the vendors and internal stakeholders, ensure timely delivery of the following store infrastructure components for the department store to start trading on launch day:

• Department store networks
• Computing, Data storage and Infosec
• POS hardware, store tech (digital displays) & inventory management devices (e.g. handheld scanners)
• Vendors/partners/integrators management
• Contract management & timeline resolutions with involved agencies (ISP, Telecom, Fit-Out teams etc.)

Employee devices & apps management:

Ensure all employee workplace requirements such as the following are addressed, maintained, and supported:

• PCs, Internet, Emails, MS Office, Telecoms, Infosec, AntiVirus, etc

Engagement & Governance:

Demand Management All the key departments should be involved to ensure requirements are estimated correctly and all IT landscape considerations are covered.

All change requests are approved by the appropriate authority/sponsor.

100% of all changes have an approval from theBusiness owner

All the approvals will be checked before closing the Change.

Business Continuity:

Ensure near to zero downtime of IT infrastructure and maximum uptime of workplace apps to eliminate disruption to business trading and minimize reduction in employee productivity due to lack of access to work tools.

Incidents

• Ensure, assist & intervene where necessary to meets 90% of their SLA Targets
• Ensure, assist & intervene where necessary the technical team to Reduce Number of Incidents

Service Requests (issues)

• Ensure, assist & intervene where necessary to reduce number of service requests for fixing IT issues.
• If calls cannot be reduced, then improve FTF (First Time fixed)

Change Requests

• Average ageing in ideation stage upon receipt of CR is less than 15 days
• Average ageing for implementing the change is less than 60 days
• Maximum ageing of any change request shall be under 90 days

Service Culture:

Customers first - understand the business by being close to them

• The Manager and each team member need to spend four weeks’ time in the business in a year with a clear objective/agenda and outcome in place.
• Customer feedback will be taken to measure the success of the visit.

Bring Transparency across organization.

• Weekly updates & review meetings with all the key stake holders.
• Escalation /communication metrics should be placed for all the projects/issues/requests.
• Fortnightly team meeting to ensure that we all know what others are doing.
• Outcome of above will be reflected in the targets set for eliminating disruption to business.

Protect, teach, and grow the IT culture

• Training to end users for IT processes & systems. Each team member should complete the same during their visits to Business; Minimum two weeks training should be given to Key Users on IT processes & systems in a year.
• Each Team member must participate in service culture workshops (TBD) and should implement the same in the work culture

Ways of working

• There are no unexpected escalations.
• All work we do should be without any surprises.
• Keep the line manager & respective business users informed in advance of any foreseeable concerns to help take pre-emptive measures to minimize impact.
• Meetings are scheduled with an agenda and specific outcome of the meeting.
• All meetings must have the agenda and outcome as part of meeting invites.

Leadership & capability building:

• Manage analysts/engineers and/or third-party consultants in your team; appraise performance, identify training needs, motivate to learn, and apply multiple skills.
• Break the silo's and promote team work.
• Success measures are Inter team mails, waiting on others, number of times cross resource conflicts were eliminated.

Printemps does not provide work authorization sponsorship for this position. Candidates must have legal authorization to work in the United States at the time of application.

Printemps provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Printemps complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.

Printemps is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at Careers@printemps.nyc

At Printemps, we work together with elegance, and we welcome all applicants for this position. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment. You’ll experience our unique French and Luxury culture, along with our brilliant Ambassadors who will support and inspire you.