EUC Technical Leader

4 weeks ago

Gurgaon, Haryana, India Max Life Insurance Company Limited Full time

Job Title:

EUC Technical Leader

 

Job Description:

As a key member of our IT team, you will be responsible for leading the End User Computing (EUC) function, ensuring seamless delivery of services to our end-users. Your primary objective will be to manage and maintain the IT infrastructure and service delivery, ensuring adequate technology support and operational support in the EUS vertical.

 

Key Responsibilities:

  • Implement IT operations and execute delivery as per IT strategy to meet established IT service metrics and quality assurance goals
  • Establish and monitor clearly defined Key Performance Indicators (KPIs) 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 partnerships with cross-functions to ensure fulfillment of business requirements
  • Managing and delivering IT projects, such as new IT infra setup in branches, infra setup during office relocations, etc., with minimum schedule overruns and cost overruns
  • Work on new initiatives to improve operational efficiency through quality initiatives, review services performance with partners & customers periodically during ongoing phases
  • 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/upgrade needs have been identified and registered
  • VIP & End-User Support and Management
  • Having good knowledge of Hardware and Software Asset Management and its complete lifecycle, 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
  • Compliance Task Compliance is mandatory
  • Audit and Compliance for this domain
  • To ensure that processes and methodologies as specified are followed to ensure effective monitoring, control, and support of IT service delivery
  • Analyze existing business processes to understand business's need to improve operational efficiency by process automation/system automation
  • 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
  • Manage multiple vendors to get service delivery in respective zones as per agreed contractual obligations
  • Manage compliance to vendor contracting process (timely sign-off of contracts, etc.) in respective zones 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

Required Skills and Qualifications:

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

Salary:

Rupees 15,00,000 - 20,00,000 Per Annum

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