IT Infrastructure Leadership Role

18 hours ago


Delhi, Delhi, India MUFG Full time

About MUFG

At MUFG, we are seeking a highly experienced leader to join our IT team as Vice President - IT Infrastructure.

Job Summary

We are looking for a strategic thinker who can lead the operational and strategic direction of our Workplace Technology operations. As a key member of our team, you will be responsible for ensuring smooth day-to-day operations, driving process standardization, and managing end-user infrastructure services efficiently.

Key Responsibilities

  • Lead the operational management of service desk and help desk teams to ensure timely resolution of issues and meet Service Level Agreements (SLAs).
  • Develop and implement operational metrics to track performance and ensure alignment with Key Performance Indicators (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.
  • Standardize processes across multiple regions and business units, defining and implementing ITIL-based best practices and governance models for service desk operations.
  • Drive knowledge management systems to ensure proper documentation of processes, incident resolution, and Standard Operating Procedures (SOPs).
  • Enhance end-to-end incident, request, and change management processes for improved service delivery.
  • 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.

Requirements and Qualifications

  • Bachelor's 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.

Estimated Salary: $180,000 - $220,000 per year



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