- Managing IT Deskside, Service desk operations including service & incident requests
- Lead team of Desktop & service desk resources and provide best in class IT services
- Ownership of the IT request Service lifecycle to ensure timely and efficient resolution within established SLAs
- Lead, troubleshoot and resolve complex end-user technical issues/problems, including software (Windows, Mac) & hardware
- Ability to be take initiatives to improve IT service levels & drive continuous service improvement
- Schedule regular checkpoints with business stakeholders spread across PAN India branches for technology issues & provide timely resolution
- Provides highly responsive Level-4 support to senior executives in dynamic & business sensitive environment
- Lead & facilitate events/webinar support for executives involving internal/external participants on cloud tools such zoom, teams & Audio/Video system
- Work collaboratively with business to understand technical issues and provide solutions based on established services and support
- Proven track record of problem ownership & resolutions as well as working collaboratively with external vendor support teams to assist resolutions
- Ability to work outside of normal business hours for ad-hoc business requirements
- Implement end point security tools & maintain security patches compliance as per org. policies across endpoint ecosystem
- Management of IT Assets inventory & audits effectively.
- Ensure IT service desk operations are functioning in efficient & timely manner
- Management of Data center infrastructure (on premise & colo)
- Management of BCP endpoint infrastructure
Soft skills
- Excellent problem-solving, team and time management skills
- Self-motivated, adaptable and customer oriented
- Excellent communication, organizational and problem resolution skills
- Strong vendor management & documentation skills
Skills
- Experience in Technology infrastructure areas spread across Networking/Servers, Windows (10, 11) & mac OS, servers , BCP/DR
- Strong operational IT service management skills and understanding of IT operations processes
- Hands-on experience on ITSM tools such as ManageEngine Desktop central, Service desk plus & IT asset management
- Experience in management of Business-critical technology areas such as CCIL, Bloomberg terminals, Fixed income
- Strong ability to lead & drive technical support team composed of Desktop Support and service desk resources focusing on providing world class IT support to the enterprise
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customer
Academic qualification : Graduate/BE/Btech/MBA
Experience : 10 - 14 years