Manager

5 days ago

Pune, Maharashtra, India Ujjivan small finance bank Full time ₹ 1,04,000 - ₹ 1,30,878 per year
Manager - IT Service Support

West 4401-Pune RO, Pune, Maharashtra, India

Department

WEST IT SERVICE SUPPORT

Job posted on

Sep 06, 2025

Employment type

Permanent

1. Business/ Financials

  • Manage established Service Level Agreements for the region.

  • Responsible for Ticket tracking and region, Resolved the issue on time for the region.

  • Implement policies and procedures set by service desk manager.

  • Ensure all queries raised by the business are addressed satisfactorily within agreed timeframes.

  • Serve as the main point of contact on all IT-related matters for assigned RO, AO, & Branch.

  • Respond/act on upper-management direction.

  • Ensure alignment with the business and IT strategies.

  • Provide priority-level support for Regional VIP users (Regional Leadership and RBM) with minimal response and resolution time.

  • Monitor SR/incident ticket and manage the escalation.

2. Customer (Both Internal & External)

  • Meeting customer expectations and SLAs ensures a high level of customer satisfaction.

  • Resolved customer issues efficiently and effectively, reducing mean time to resolve. (MTTR).

  • Coordinate with central team for application related Ticket/Issues.

  • Oversee all helpdesk activities at the regional office and Branch and respond to escalated helpdesk issues.

  • Escalate unresolved issues to appropriate internal teams.

  • Prioritize and manage open issues.

  • Ensure cross functional coordination to understand their IT related queries and concerns.

  • Manage, maintain and Improve C-SAT report.

  • Ensure timely communication and status updates to stakeholders on high-priority issues.

  • Show improvements in Resolution trends on quarterly basis w.r.t to TAT.

3. Internal Process

  • Lead & manage a high-performing service team, ensuring adequate training and development.

  • Lead and Manage vendor services to ensure that the services are delivered as contracted and as agreed SLA - 100%.

  • Perform capabilities gap analysis and drive continual process improvement.

  • Supervise direct staff and oversee daily operations, roles, and responsibilities.

  • Perform periodic staff performance reviews and feedback.

  • Analyze repeated issues & identifying the specific problem, analyzing its root causes, and then implementing targeted solutions.

  • Provide targeted training or development opportunities to address skill gaps for team.

  • Responsible for regional IT service index (IT Score Card- Regional).

  • Act as a backup of Technical Manager Projects & Compliance.

4. Innovation & Learning

  • People and Team Management

  • IT Service Management, ITIL

  • Vendor Management

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