VP-IT Infrastructure

1 week ago

Bengaluru, Karnataka, India MUFG Global Service Full time

Position details:

We are seeking a highly experienced Vice President Workplace Technology and End User Services to lead the operational and strategic direction of our Workplace Technology operations. The candidate will be responsible for ensuring smooth day-to-day operations, driving the standardization of processes, and managing end-user infrastructure services efficiently. This role requires strong technical acumen, operational leadership, and strategic thinking to deliver exceptional service, continuous improvements, and seamless technology adoption.

Roles and Responsibilities

Operations Management:

  • Oversee the daily operations of service desk and help desk teams to ensure timely resolution of issues.
  • Manage escalations and ensure Service Level Agreements (SLAs) are consistently met.
  • Implement operational metrics to track performance and ensure alignment with KPIs.
  • Collaborate with regional and global teams to ensure seamless integration and consistency in services.
  • Ensure appropriate staffing, training, and shift management to provide 24x7 service coverage.

Standardization and Process Improvement:

  • Lead the design, development, and standardization of processes across multiple regions and business units.
  • Define and implement ITIL-based best practices and governance models for service desk operations.
  • Drive a knowledge management system to ensure proper documentation of processes, incident resolution, and SOPs.
  • Enhance end-to-end incident, request, and change management processes for improved service delivery.

Leadership and Strategy:

  • Develop a strategic roadmap for service desk operations aligned with overall IT infrastructure and cloud strategy.
  • Mentor and lead a team of service desk managers, analysts, and engineers to achieve operational excellence.
  • Promote a culture of continuous improvement, accountability, and service excellence.
  • Build strong relationships with stakeholders, including business units, vendors, and third-party providers.

End-User Infrastructure and Endpoint Management:

  • Oversee the management of end-user devices, including laptops, desktops, mobile devices, and peripherals.
  • Drive initiatives for automation, remote management, and endpoint security to enhance user experience and minimize downtime.
  • Manage technologies such as Virtual Desktop Infrastructure (VDI) and collaboration platforms like Microsoft O365 and Teams.
  • Work with IT infrastructure teams to ensure effective asset management, patch management, software deployment, and compliance with policies.
  • Ensure secure and efficient endpoint management across diverse environments, including remote and hybrid setups.

Cloud and Emerging Technologies:

  • Lead the integration and management of cloud-based services, including Microsoft Azure, O365, and other SaaS platforms.
  • Collaborate with cloud teams to streamline the adoption of cloud-based endpoint management tools such as Microsoft Intune.
  • Leverage AI and ML-based automation for ticket resolution, incident detection, and request management.
  • Stay updated with emerging trends in cloud, endpoint security, and automation technologies and adopt them to improve service delivery.

Analytics and Problem Solving:

  • Utilize data analytics to track service desk trends and identify areas for process optimization.
  • Develop dashboards and reports to provide real-time and periodic insights to leadership on performance metrics and SLA adherence.
  • Drive root cause analysis (RCA) for recurring issues and proactively implement solutions to minimize disruptions.

Risk, Compliance, and Security:

  • Ensure service desk operations align with industry standards, audits, and regulatory requirements.
  • Collaborate with the cybersecurity team to ensure endpoint devices and infrastructure adhere to security protocols.
  • Manage risks related to service desk operations, including data privacy, security, and disaster recovery plans.

Job Requirements:

Qualifications and Requirements:

  • Bachelors degree in IT, Computer Science, or related field (MBA or equivalent preferred).
  • 15-20 years of relevant experience, with at least 5 years in a leadership role managing service desk or help desk operations.
  • Strong technical foundation in endpoint technologies, including VDI solutions, Microsoft O365, Teams, and Intune.
  • Hands-on experience with ITIL framework and other relevant service management frameworks.
  • Demonstrated ability to manage large-scale operations with complex, distributed teams.
  • Strong knowledge of cloud platforms such as Microsoft Azure and other SaaS solutions.
  • Expertise in ticketing systems, endpoint management tools, and automation technologies.
  • Proven analytical and problem-solving skills, with the ability to identify operational challenges and implement effective solutions.
  • Strong leadership and interpersonal skills, with a demonstrated ability to engage with cross-functional teams and stakeholders.

Preferred Skills:

  • Experience in the banking or financial services sector.
  • Understanding of compliance standards (e.g., SOX, PCI-DSS) and experience managing IT audits.
  • Familiarity with cybersecurity principles and endpoint security best practices.

Key Competencies:

  • Strategic Thinking: Ability to align service desk strategy with business goals.
  • Operational Excellence: Ability to manage complex operations efficiently.
  • Technical Leadership: Strong technical acumen with the ability to lead initiatives on VDI, O365, and cloud adoption.
  • Problem Solving: Ability to proactively address operational issues and drive continuous improvement.
  • Communication: Excellent communication and stakeholder management skills.

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