On-site Support Lead

Job not on LinkedIn

🔥 2 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Convatec

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1978

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Convatec is a global medical products and technologies company focused on therapies for the management of chronic conditions. Convatec leads in advanced wound care, ostomy care, continence care, and infusion care. The company is known for its innovative solutions like Hydrofiber® Technology and FeelClean Technology™, which enhance patient outcomes by improving comfort and care in conditions such as stoma and wound management. With a holistic approach, Convatec offers products and support programs through platforms like me+, aiming to empower individuals to live confidently with their conditions.

📋 Description

• Lead and manage the regional field-support onsite technician team, ensuring compliance with SLAs/OLAs and KPIs • Own hardware lifecycle management, user lifecycle management and incident escalation management across the region • Provide performance metrics against regional SLAs, deliver proactive guidance and assess field service team effectiveness • Contribute to support operation manuals, documentation and the internal knowledge base • Evaluate risks associated with proposed change requests, present alternative solutions and participate in Change Advisory Boards • Drive proactive service-improvement initiatives and cost-benefit analyses aligned with IT Global guidelines • Coordinate and follow up on small IT projects across On-Site Support globally • Track project scope, milestones, actions and risks, keeping stakeholders informed and initiatives on track • Apply Convatec's StageGate project methodology and PPM tooling where relevant • Act as the primary global liaison between On-Site Support and the Digital & AI PMO and CBS PMO • Ensure OSS is identified, engaged and mobilised on time for global projects requiring OSS participation • Translate PMO requirements into OSS actions and communicate readiness, constraints and dependencies back to PMOs • Support gate submissions and project governance with OSS input, effort estimates and delivery status • Strengthen stakeholder and business-unit relationships as the voice of the customer • Recruit, develop and retain field service teams • Maintain contact with senior end-users and understand regional cultural perspectives • Ensure achievement of Service Level Targets through service-level reports and monthly service review meetings

🎯 Requirements

• Minimum 5+ years in a leadership role in IT • Strong knowledge of IT infrastructure, networks, servers, cloud computing and security • Proficiency in ITIL or similar IT service-management frameworks • Familiarity with monitoring, automation and incident-management tools and technologies • Solid understanding of regulatory and compliance requirements in the regions of operation • Project coordination skills with the ability to organise, track and drive small initiatives to completion across cross-functional teams • Knowledge / experience of the StageGate project methodology would add significant value (not mandatory) • Proficiency in MS Office and ServiceNow • Exceptional problem-solving, decision-making and communication skills • Strong organisation, follow-up discipline and a results/focus orientation • Ability to coordinate across regions, cultures and time zones, and to build strong stakeholder relationships • Proactivity in improving processes and motivating teams; adaptability in a fast-paced environment

🏖️ Benefits

• Flexible working arrangements • Ongoing learning and development opportunities • Competitive remuneration • Access to health and wellbeing programs