Job Description

Work with MCX



You cannot push anyone up the Ladder unless the person is willing to Climb. At MCX we sharpen your career growth path for you to Excel.



We believe that the key factors that have contributed to MCX's success are its employees' domain expertise and commitment.

The focus of our recruitment process is to find the right fit between roles and profiles. MCX offers exciting and challenging career opportunities for ambitious and result oriented professionals. Thus, lending itself as a great platform to realise one's potential in the chosen area of expertise.

Other things being equal, women employees will be given preference to increase the gender diversity.

Role

Assistant Manager - Technology - Technical Support Manager (ITAM & ITOM Focus)

Location



Mumbai


Qualification Profile


Engineering degree in Computer Science, Information Technology, or a related field.





Job Summary:

The Technical Support Manager is an execution role responsible for ensuring the stability, performance, and efficiency of our IT infrastructure through rigorous IT Asset Management (ITAM) and IT Operations Management (ITOM) practices. This individual will lead a team of support engineers, manage the entire lifecycle of our technology assets, and manage monitoring solutions to proactively address issues. The ideal candidate is an engineering graduate with a strong analytical background, excellent people management skills, and deep expertise in ITAM and ITOM principles


Experience



6-8 yrs


Job Responsibilities


Key Responsibilities:

1. IT Asset Management (ITAM)



? KPI: Conduct comprehensive asset reviews on a regular (quarterly/bi annually) basis with 100% coverage.

? Develop, implement, and enforce the IT Asset Management policy and processes.

? Maintain a single source of truth for all IT hardware and software assets throughout their lifecycle (Planning, Procurement, Deployment, Maintenance, and Retirement).

? Fulfill all internal and external audit requirements related to asset management, ensuring full compliance and accurate documentation.



2. Monitoring & Alert Management (ITOM)

? KPI: Ensure 99.9% reconciliation between assets in the CMDB and assets being monitored. Page 2 of 3 Internal

? KPI: Reduce noise by reviewing and rationalizing all existing monitors bi-annually; create new monitors for new assets/services within 48 hours of deployment.

? Oversee the design, creation, and management of monitoring systems and alert protocols for network, servers and applications

? Ensure all critical assets are monitored for health, performance, and availability.

? Lead the weekly review and reporting of threshold alerts to management, highlighting trends and proactive measures taken for alert reduction.



3. Performance & Trend Analysis ? KPI: Produce monthly Trend Analysis reports on Asset Utilization (CPU, Memory, Storage) for management review.

? Analyze performance data to identify trends, predict potential failures, and recommend capacity planning and optimization initiatives.

? Liaise with the IT infrastructure and application teams to ensure asset utilization remains within controlled and efficient thresholds.

? Provide data-driven insights to support business cases for hardware/software upgrades or consolidation.



4. Operational Support & Compliance

? Provide support and guidance for Vulnerability Assessment (VA) and Patching activities specifically for the ITOM and ITAM platforms.

? Ensure all monitoring and asset-related activities are accurately reflected in ITSM tickets (e.g., ServiceNow, Jira) for audit trails.

? Champion and ensure adherence to ITIL processes within the team, particularly Incident, Problem, and Change Management.



5. Team Leadership & Management

? Manage team attendance, shift scheduling, and roster planning to ensure 24/7 operational coverage if required.

? Lead, mentor, and develop a high-performing technical support team.

? Conduct regular performance reviews, set objectives, and identify training needs.

? Foster a culture of continuous improvement, proactive monitoring, and customer-centric support.



Must Haves

? Engineering degree in Computer Science, Information Technology, or a related field.

? Proven experience (6+ years) in IT operations, with at least 3+ years in a technical leadership or management role.

? Mandatory exposure and hands-on experience with IT Asset Management (ITAM) and IT Operations Management (ITOM) tools (e.g., ServiceNow ITOM/ITAM, SolarWinds, OpenText, Dynatrace, Freshservice, Tanium, SCCM). Page 3 of 3 Internal

? Demonstrable experience in creating and managing monitoring systems and alerting protocols.

? Strong experience in data analysis, trend spotting, and creating management reports. ? Solid understanding of IT infrastructure (servers, networks, cloud) and ITSM/ITIL frameworks.

Need Assistance?



Please Contact



022-67318888 / 66494000
careers@mcxindia.com