Senior Manager

Job Description

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.
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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.

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