Senior Manager IT Operations End User Support

1 week ago

Mumbai, Maharashtra, India Talisman Hr Solutions Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Location: BKC, Mumbai

Department: Information Services / IT Operations

Experience: 10+ Years (Min. 5 years in leadership)

Employment Type: 1Y (Contract renewable every year)

Job Summary:

We are hiring a Senior Manager IS Operations to lead and streamline end-user IT support across India, covering over 14,000+ users across corporate offices and manufacturing sites. The ideal candidate will have deep experience in IT operations, IT service management, team leadership, and driving process improvements aligned with global standards.

Key Responsibilities:

IT Operations Management:

  • Lead end-user support operations across PAN India offices and plants.
  • Manage 20,000+ annual incidents and service requests via ITSM tools like ServiceNow, BMC Remedy, or Jira.
  • Ensure high availability, secure operations, and consistent IT service delivery.

KPI, SLA & Performance Monitoring:

  • Track and optimize KPIs, SLA compliance, and MTTR.
  • Drive improvements in first-call resolution, ticket quality, and user satisfaction (NPS).

Process Improvement & Strategy:

  • Lead initiatives like PC refresh, Shift Left, and automation of repetitive tasks.
  • Apply methodologies such as Kaizen, Lean, Six Sigma for continuous improvement.

Budget & Resource Management:

  • Own and manage the PAN India IT support budget.
  • Collaborate with senior leaders on IT strategy, budgeting, and cost optimization.

Stakeholder & Leadership Engagement:

  • Work closely with regional and global IT leadership.
  • Act as a key liaison and support executive planning, reporting, and decision-making.

Project Management:

  • Lead and deliver regional/global IT projects.
  • Ensure on-time delivery, stakeholder communication, and measurable outcomes.

Required Qualifications:

  • Bachelors or Masters degree in Information Technology / Computer Science / Engineering.
  • 10+ years of experience in IT operations, with 5+ years in a managerial or leadership role.
  • Proven track record managing large-scale IT support teams, especially across manufacturing + office environments.
  • Strong knowledge of ITIL framework, incident management, and service delivery platforms.

Preferred Skills & Certifications:

  • ITIL Certification (v3/v4), Six Sigma, Lean, or PMP certification.
  • Experience in multi-site operations, preferably in manufacturing or large enterprises.
  • Hands-on with tools like ServiceNow, Jira Service Desk, BMC Remedy.
  • Experience managing global IT programs and working in cross-functional environments.

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