Mahindra Group

Job Description :

The site head oversees the site with the assistance of a team that includes both on-role and third-party contracted resources. For users, the location head serves as the subsequent level of escalation beyond the support desk.

- Responsible for End Under Support by providing IT services, IT devices and any other requirement of End user of IT under scope of control of the given Location.

- Responsible for End user perception management by assuring Positive increase in CaP score and CSI score year on year

- Responsible for Managing the Location heads and third party resources achieving continuous improvement on :

(i) Productivity of the resources

(ii) SLA Adherence

(iv) Reduction of Incidences, cost and resource count/user

- Responsible for 100% accuracy of physical asset count Vs SAP asset register under area of control i.e. Location/s

- Responsible for implementing process simplification, process Digitalisation to achieve higher productivity, reduce cost of operations and improve quality of services for greater user satisfaction

- Responsible to ensure 100% compliance w.r.t. processes, licenses and cyber security

- Responsible to ensure to work jointly with all MDE IT COE/CFT members for operational excellence or during project execution.

- Responsible Planning, Budgeting and Managing Budgets for area under control

- Serve as Band Ambassador of IT

Education Qualifications :

- B.E. / B. Tech (Computer or IT) and ITIL certification

- Microsoft platform related Certification

- General Experience Minimum 8 to 10 years of Industry experience preferably in the field of End User Management or IT operations

- Good understanding of ITIL Frame work

- Hands-on Technical Exposure about Microsoft Technologies (OS, Office suit, O365 Suite etc)

- Basic knowledge about Central Infra, Data Center, Network and Security techonlogy

- Team Management skills

- Good communication and personality, Consulting Skills

- Staying relevant to the technological developments occurring in the IT space.

- Conflict Management

- Customer Focus

- Interest in technologies and applications,

- Acumen for understanding the customer, ear for listening & interpreting the needs, connecting the needs to relevant technology.

- IT project management / account management

- An executioner with respect for timelines v/s customer urgencies

- Ability to deal with Ambiguity

- Knowledge of overall IT landscape - Infrastructure, Applications, Networking, security with Special focus on Customer engagement & Project Management