KLA Looking for Manager, IT at Chennai, Tamil Nadu, India Full Time

Company Overview

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

Group/Division

The Information Technology (IT) group at KLA is involved in every aspect of the global business. IT’s mission is to enable business growth and productivity by connecting people, process, and technology. It focuses not only on enhancing the technology that enables our business to thrive but also on how employees use and are empowered by technology. This integrated approach to customer service, creativity and technological excellence enables employee productivity, business analytics, and process excellence.

Job Description

We are seeking an experienced and inclusive IT Support Manager to lead a diverse team of dedicated individuals providing hands-on first-level support to employees at a specific site within our large multinational company. The IT Support Manager will play a critical role in overseeing the team’s day-to-day operations, collaborating with local business managers to understand their IT requirements, and effectively communicating those needs to our global IT teams. Additionally, this individual will serve as the site’s representative during major outages and issues, ensuring timely resolution and efficient communication with all stakeholders. Moreover, the IT Support Manager is expected to have experience and be proficient in leading a process of troubleshooting issues that affect the site, proactively identifying root causes, and implementing effective solutions, leveraging excellent deduction skills. Additionally, this role will involve supporting global projects that impact the local site, requiring clear communication with local management on project timelines, achievements, and impact.

Responsibilities and Duties:

Inclusive Team Leadership:

Supervise and guide a diverse team of IT Support Specialists, valuing and celebrating the unique contributions and perspectives of each team member.

Foster an inclusive and equitable team environment, promoting professional development opportunities for underrepresented individuals and empowering all team members to excel in their roles.

Deep Understanding of IT Infrastructures:

Demonstrate a wide-ranging ability to comprehend complex IT infrastructures, including local and global networks, hardware, software systems, and cloud-based solutions.

Analyze how the local site’s IT setup fits into the broader global environment, identifying areas for optimization and seamless integration.

First-Level Support:

Oversee the team’s resolution of hardware, software, and network-related issues for end-users, ensuring a culturally sensitive approach and maintaining high customer satisfaction levels.

Encourage a culture of empathy and understanding, where team members actively listen to users’ needs and concerns.

Strategic approach:

Establish and maintain a multiyear roadmap to keep all infra at the site(s) in good condition.

Proficiency in SNOW Ticketing System:

Ensure the team is proficient in using the ServiceNow (SNOW) ticketing system for efficient incident management and service request fulfillment.

Monitor and analyze ticket data to identify trends, areas of improvement, and compliance with SLAs, ensuring timely ticket resolution.

Consultation and Communication:

Collaborate closely with local business managers, including those from diverse backgrounds, to understand their IT needs, challenges, and expectations, ensuring alignment with the organization’s overall IT strategy.

Act as a proactive advocate for diversity and inclusion within the site and in interactions with global IT teams.

Incident Management:

Lead the team’s response during major IT outages and issues, fostering an environment of psychological safety and ensuring clear communication to all impacted stakeholders, regardless of background or identity.

Participate in incident reviews, considering the broader impact on diverse user groups, and provide input for process improvement initiatives.

Monitoring SLAs and Site Pulse:

Monitor and track SLAs for incident resolution and service request fulfillment, proactively addressing any deviations to meet or exceed agreed-upon targets.

Regularly engage with end-users at the local site, gathering feedback, identifying pain points, and understanding the pulse of the site’s IT needs.

Excellent Communication and Presentation Skills:

Possess very good communication skills in English, enabling clear and effective communication with global teams, senior management, and executives.

Create and deliver presentations at the senior management and executive level, articulating IT support strategies, achievements, and future plans.

Experience with External Vendors and Support Providers:

Collaborate effectively with external vendors and support providers to enhance IT service delivery, negotiate contracts, and ensure quality service levels.

Maintain strong vendor relationships and manage vendor performance to achieve optimal outcomes for the organization.

Proficient Troubleshooting and Deduction Skills:

Demonstrate experience in leading a process of troubleshooting complex IT issues that affect the site, identifying root causes, and implementing effective and sustainable solutions.

Utilize analytical and critical thinking skills to deduce potential causes of issues, facilitating accurate and efficient problem-solving.

Project Support and Communication:

Support global projects that impact the local site, liaising with project teams to understand project requirements and provide input on behalf of the local site.

Communicate project timelines, achievements, and potential impact to local management, ensuring transparent and timely updates.

Performance and Metrics:

Establish and monitor performance metrics for the team, considering individual circumstances and life experiences while setting clear performance goals.

Provide regular feedback and coaching to all team members, recognizing and celebrating their achievements regardless of background.

Minimum Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in IT support, including at least 4+ years in a supervisory or managerial role.

Proven excellent interpersonal and communication skills.

High process orientation.

Advanced leadership skills, including coaching, team-building, conflict resolution, and management.

Strong technical background in troubleshooting hardware, software, and network issues.

Proficiency in using ServiceNow (SNOW) or similar ticketing systems.

Excellent communication and interpersonal skills to foster an inclusive and respectful work environment.

Preferred Qualifications:

Relevant certifications (e.g., ITIL, CompTIA, Microsoft, Cisco).

Experience working in a large multinational company with exposure to global IT support structures.

Demonstrated commitment to diversity, equity, and inclusion initiatives.

Working Conditions:

This position is based at the specific site, but occasional travel may be required for training or meetings at other company locations.

The role may involve occasional on-call duties during critical incidents or outages.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer