Job Description

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Primary Responsibilities

• Candidate with minimum of 10 to 15 yrs of core experience in running and managing IT Operations including IT Service/Incident Management on ITIL Framework
• Good knowledge of Desktop / Laptop troubleshooting
• Managed large scale (10000+ desktops) ODCs / global multi-site / multi technology hybrid mission critical networks - Data / Voice / Video technologies
• Exposure to and worked on LAN, WAN
• Worked in 24x7 support environment, with Global teams.
• Involved in running & driving transformation projects using automation levers in the End User space.
• Experience in Service Delivery and managing SLA's.
• Successfully managed the IT operations with a team of 40+ multi-skill IT staff.
• Functional experience includes Infrastructure Management, Escalations management, Team Management, Vendor Management, Asset & Inventory Management, Incident management, Change Management, Problem Management.
• Management reporting & presentation skills.
• Critical Incident Handling and Project reporting to the leadership.
• Adherence of corporate policies and to ensure systems and process compliance.
• Should be able to communicate and manage key stakeholders (internal/external)
• Implement the accepted and standardized licensing and software policy, and monitoring and security measures.
• Managing the compliances on the endpoints.
• Should be able to drive and work on the Global Projects
• Should be able to handle internal and external audits (like PCI DSS, ISO 27001, SOX, etc.)
• Ability to identify the core issues and drive SIPs
• Identify the areas of transformation by challenging the status quo and find better ways of doing things using automation, artificial intelligence, Agentic AI.

Performance Parameters:

• High level of professionalism & should give impeccable attention to detail.
• Sense of urgency and ability to meet aggressive deadlines.
• To help in establishing current and long-range objectives, plans and policies in technology, information security etc. domains on behalf of the organization.
• Commitment to Quality and Deadlines
• Very high self-motivation & achievement orientation.
• Implement Best Practices and Process.

• High level of positive attitude
• High level of Integrity

• Effective time management skills
• Strong interpersonal and communication skills.
• Problem-solving and analytical abilities
• Strong sense of ownership, urgency, drive and passion.
• Collaborative and task oriented.
• Strong Decision making and customer Focus.
• Planning, organizing & coordination abilities.

Experience:
10-15 years overall. At least 2-3 years in similar capacity.
Technical Skills:

• ITIL Foundation Certified.
• High Proficiency in MS office/ Project/ Access.
• Must possess good Hardware- Networking technical skills.
• Communication skills
• Reporting skills (MS Excel / Power BI)
• Presentation skills (MS PowerPoint)
• Documentation skills
• Initiative, Judgment, Drive and innovation
• Good understanding and working knowledge of AI, ML, Agentic AI, Automation
• Cloud Infrastructure
• Problem identification and analytical ability
• Decision making and convincing ability
• Ability to understand the technical issue and liaison with teams to get to the root cause
• Understand Technologies related to SCCM, Intune, antivirus, EDR, DLP, CASB, Encryption, Backup, etc.

Desirable Skills:

• Independent problem-solving, self-direction, self-motivated
• Should be able to work independently, with minimum supervision.
• A Strong sense of ownership, urgency, and drive.
• Sharp analytical abilities.
• Strong interpersonal and communication skills.
• Talent management and Development
• Strong people management capabilities.
• Exposure to the Cloud Infrastructure
• Hands-on experience on scripting (PowerShell, Python)
• Having worked in a similar job in a BPO or an IT company.
• Hands on experience on management of the endpoints and their compliance
• Strong Project Management & People Management Skills.
• Willing to work in shifts / Weekends to support US, UK and on-call duties a must.

Skills Required