Max Life Insurance Company Limited | Assistant Vice President
5 days ago
JOB SUMMARY
Primary Responsibilities: Leads End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place. Identify areas of focus and techniques to improve service quality and reduce the overall number of tickets. Identify opportunities to enable end-users to become more self-sufficient. Help the other IT teams identify opportunities to improve their service and reliability of systems. Establish and document policies and procedures relevant to the function.
Core responsibility : End User Management, VDI, Server Virtualization, Microsoft Office 365, MS Team, Wintel, Branch Management, FMS Management, Software and Asset Management & Customer Satisfaction.
- To manage the IT infrastructure and Service Delivery and ensuring adequate technology support/operational support in EUS vertical.
- Responsible to implement IT operations and executing the delivery as per IT strategy to meet the established IT Service Metrics and quality assurance goals
- Establishes and monitor the clearly defined Key Performance Indicators for EUS.
- Manage and maintain IT Service Delivery through Service Level Management
- Provide Technical Leadership for EUC, VDI, Server Virtualization Wintel, MS O365, MS Team, SAM and HAM
- Partner with Business to understand their IT needs and discuss possibilities based on existing system capabilities and suggest realistic solutions
- Develop and maintain the partnership with cross functions to ensure the fulfillment of business requirements
- Managing and delivering IT projects e.g. New IT Infra setup in branches, Infra setup during offices relocations etc with minimum schedule overruns and cost overruns
- To work on new initiatives to improve the operational efficiency through quality initiatives Review services performance with the partners & customer periodically during on-going phase
- Manage and Identify cost saving opportunities and drive implementation
- Manages day-to-day internal client interaction and manages internal customer expectations.
- Liaison with other support units of IT and ensure that all Application and IT issues are resolved.
- Ensure any enhancement/up gradation needs have been identified and registered.
- VIP & End User support and Management.
- Having Good knowledge of Hardware and Software Asset Management and it complete life cycle including E-waste Management.
- Designing/Planning new Policies and Processes as per requirement
- Refining existing policies/processes by doing gap analysis & enhancing existing process
- Managing all IT and compliance audits for this domain
- Coms Task Compliance is mandatory
- Audit and Compliance for this domain.
- To ensure that processes and methodologies as specified are followed to sure effective monitoring, control and support of IT Service delivery.
- Analyze existing business processes to understand Business’s need to improve operational efficiency by process automations/system automations
- Constantly working with internal customers to identify new initiatives, needs, improvements in the IT and processes etc.
- Candidate should have good analytical skills in handling high severity issues
- To manage the multiple vendors to get the service delivery in Respective zone as per agreed contractual obligations
- Manage the compliance to Vendor contracting process (timely sign-off of contracts, etc.) in Respective zone to ensure preventing value leakage, and mitigate business interruption risk
- Defining and measuring OLA/SLA with internal and external clients
- Vendor Management
- Preparing Daily/Weekly/Monthly MIS Reports for Internal management
- Daily/Weekly/Monthly reviews with multiple vendors and internal management.
Measures of Success
- On time, within cost, within scope and quality delivery of projects
- Reduction of tickets.
- SLA 99 % of Ticket Closure within defined timelines
- CSAT of 95 %
- Audit ratings ≤ 2
Key competencies/skills required
- IT Service Delivery & Management
- IT Infrastructure Availability Management
- IT Assets Lifecycle Management
- Wintel, VDI, VMware, O365
- Collaboration tools like MS Teams
- VIP Support
- Digital Event Management.
- IT Service desk
- ITSM tool and Processes
- Projects Delivery
- Vendor Management
- IT Governance
Desired qualification and experience
- Candidate must possess at least a Bachelor of Engineering/ Technology in Computer Science/ Information Technology, Diploma in Computer Science/ Engineering (Computer/ Telecommunication) or equivalent with minimum 10 to 12 years of experience. Professional certification (e.g. ITIL, PMP, Microsoft / VMware Certification)
- Having experience of managing more than 400+ Branch locations EUC
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