Job Description

Overview:

The IT Manager will lead the Mumbai based Technology team and serve as the primary point of coordination for local IT operations. This role drives service excellence across Service Desk, Infrastructure, Security, Data & Development, and Product Management, ensuring operational reliability, user satisfaction, and seamless collaboration with global teams. The manager will align local initiatives with global standards and the GWO growth strategy, including building leadership capacity and expanding capabilities beyond helpdesk to security and data analytics over time.
AI and Innovation:

As part of our commitment to innovation, all team members will be trained on Microsoft Copilot and empowered to use it as a core tool in their everyday work.
Responsibilities:

The following duties are typical of the position, but are not all encompassing. Responsibilities include those required to deliver quality service on schedule and within budget in a team environment.

Leadership & Strategy:

Lead, coach, and develop a high performing Mumbai Technology team; set direction, priorities, and growth plans tied to business outcomes. Act as the local coordination point for Security, Data & Development, Service Desk, Infrastructure, and Product Management to ensure clear communication, swift escalation, and cross functional execution. Define and track goals, KPIs, and SLAs that reflect service quality, reliability, and user experience; publish regular performance reviews. Partner with global/regional IT leaders to align processes, standards, and tooling; contribute to the GWO roadmap and capability expansion.

Operational Oversight:

Own day to day IT operations for the Mumbai office: ticket triage, incident response, problem management, change coordination, and stakeholder updates. Monitor operational dashboards (availability, MTTR, CSAT, SLA attainment) and drive corrective actions and continuous improvement. Plan team coverage and shift patterns to support Mumbai users and provide limited overlap with US time zones when required. Coordinate collaboration week readiness (visitor seating, labs, and conference room tech checks) with local Facilities/Operations.

Technical Support & Coordination:

Ensure comprehensive support across endpoints, networks, identity, collaboration suites, and line of business applications. Coordinate with global teams for asset lifecycle (procurement, imaging, deployment, RMA), vendor management (ISPs, AMC), and license governance. Oversee local implementation of security baselines, vulnerability remediation, and compliance controls; partner with Security for audits and hygiene. Champion self service and knowledge management to deflect tickets and speed resolution.

Process Improvement & Compliance:

Standardize local SOPs and escalation matrices; drive automation and process modernization aligned with ITIL practices. Ensure adherence to corporate IT security, privacy, data protection, and acceptable use policies; support audit readiness and remediation. Stay informed on India specific regulatory considerations and partner with Legal/Compliance to operationalize requirements.

People Leadership:

Provide ongoing feedback, coaching, and development plans; build succession pathways and role clarity. Foster an inclusive, collaborative, and outcome oriented culture; model high standards for ethics and accountability consistent with India handbook guidance.
Qualifications:

Required:

Bachelor's degree in Information Technology, Computer Science, or related discipline--or equivalent experience. 10+ years in IT, including 5+ years leading teams across multi location environments. Hands on proficiency with Microsoft 365, Windows OS, Active Directory/Entra ID, endpoint management (e.g., Intune), and helpdesk/service management platforms. Demonstrated success in setting/meeting SLAs, managing incidents/problems/changes, and partnering with global stakeholders. Excellent communication, stakeholder management, analytical thinking, and customer centricity. Strong English communication; Hindi or Marathi proficiency is a plus for local coordination.

Preferred:

Experience supporting AEC specific applications or field/site IT operations. ITIL Foundation (or higher) and familiarity with ISO 27001/SOC 2 controls. Experience building knowledge bases and self service portals; automation scripting is a plus.

Working Conditions:

Primarily office based in Mumbai with occasional travel (domestic/international) as business requires; travel follows corporate guidelines. * Must be adaptable to work during evening hours to ensure communication with stakeholders in the USA.