Call Center Site Lead
General Motors (GM)
OnStar is a wholly owned subsidiary of General Motors and is the global leading provider of connected safety, security and mobility solutions and advanced information technology. With more than 6 million subscribers in the U.S., Canada and China, OnStar is available on more than 45 of our 2012 model year vehicles.
OnStar is looking for a Call Center Site Lead with the following Responsibilities and Qualifications:
Onsite support to see first-hand issues pertaining to Networking, PC, Application Troubleshooting and break-fix determination.
Schedule release support: Production, Emergency Fail Over and Training Deployments.
Client logging support
Application latency issues: Conduct time studies/review logs to substantiate and help resolve latency issues
24x7 support on bridge-lines to help communicate in IT terms what is happening with the workstations or what seems broken
Validate/facilitate communication between Traffic Desk and IT Incident bridgeline
- Expedite 'All Clear' communication on incidents
Support tool rollout and training (e.g. MS2007, IE7, Peregrine Enhancements)
Manage site refresh schedule for servers and PCs
Coordinate IT or Call Center change requests or projects.
Assess impact to site scheduling for pilots, projects
Onsite IT Support
Improved Communication and trust between sites and IT
Ensure Emergency Fail Over seats are fully functional and ready at all times. Includes patch validation, health check, deployment
Approver of Site Peregrine Requests. Duty currently split between EUC and IT Ops Sustain
Support Audits on Seat Counts
Handle ordering process for equipment (e.g. laptops, cables, keyboards)
Escalation point for workstation theft (e.g. memory, keyboards, cables)
Escalation point for Peregrine requests, IDs, Drive Access)
Innovation at site (e.g. webcams)
IT vendor point of contact
Overall IT Capacity at the Site
- Network Capacity
- PC Capacity
Bachelors Degree in Technology or related area
Four (4) or more years of experience in a related field
Knowledge of several high-level programming techniques, local operating systems capabilities, hardware, and security procedures used locally
High level oral and written communication skills, Arabic speaker is a must
High level of sound logic and analytical ability where problems are unusual and difficult
Attentiveness to detail and precision
Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required
Willing to travel to GCC as per the business requirement
About the Company
About the Company
General Motors Company (NYSE:GM, TSX: GMM), one of the worlds largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GMs largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GMs OnStar subsidiary is the industry leader in vehicle safety, security and information services.
With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.
GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the companys operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.
GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.