Manager IT

5 months ago

Gurugram, India Encore Capital Group Full time

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results. If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you

JOB TITLE

Manager – Information Technology Support

JOB FAMILY

IT Management

DIRECT REPORTS

10-15

GENERAL SUMMARY

State the main purpose(s) of the job in the organization. What is the general level of responsibility?

This person reports to AVP-IT and responsible for 24x7 desktop support and desktop engineering team. Role would be responsible to manage all L1, L2 and L3 issues under desktop team. The Team Manager provides every day direction, creates team vision, manages ticketing process, builds appropriate communication networks/ channels, works closely with the business, works in an integrated Global support team, manages the team of engineers, enables the team for a scalable 24x7 support, follows best in class industry standards/ procedures (e.g. ITIL framework/ methodologies), enables documentation, ensures process updates with changing business needs, hardware asset management etc.

COMPETENCIES

« Drive for Results • Innovation & Agility • Leading & Enabling Change • Building Effective Partnerships • Developing Self & Others »

Band: Band 7

Band Description: People/Functional Manager; manages team and/or function in a department; responsible for techniques of their function; contributes to creation of standards and policies. Generally under general direction. Broad knowledge and application.

Band Competencies: Takes accountability for team and project results, generates creative solutions and innovative insights, responsible for driving and sustaining change, productively resolves conflicts and integrates diverse views, and actively develops team members.

(Please refer to the Leader Level Framework for a more detailed description)

PRINCIPAL RESPONSIBILITIES

State the primary responsibilities of the role and the primary tasks for each function.

Manages the BAU daily tasks for 24x7 desktop support team and Tier 2 India process

40%

Work closely with global ITSM Team (Desktop, ServiceDesk and NOC) on technical solution

10%

Stakeholder Management (IT & Business)

10%

Develops, manages and maintains project plan and related documentation based on scope and available resources.

10%

Asset Management and Proper Reporting

10%

Team Learning, Team Management, EES etc

10%

Perform other duties, as assigned.

10%

TOTAL

100%

MINIMUM REQUIREMENT

EDUCATION: Degree Level FIELD OF STUDY: Major; Concentration

EXPERIENCE: 10 to 15 years with 5+ years of relevant experience

CERTIFICATION(S): ITIL, MCSA, SCCM, VMware etc.

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

Knowledge: - should have strong knowledge on: Advance End user hardware, windows OS, basic networking, VDI, AD, DNS, DHCP, SCCM, 0365, imaging, patching, Bitlocker, MZ Azure, MDM/In Tunes, Powershell Scripting, Security Tool – Cybereason, McAfee, Rapid 7, Cisco End point VC etc. Skills: - Communication, reporting, presentation, team management, leadership, performance management etc. Should be able to develop, drive and govern the process. Implement the changes, deep thinker etc. Need to manage conflict management, on time delivery etc. Knowledge of IT Service Management processes, ServiceNow experience, as well as experience with Discovery tool (CMDB) Work independently and or lead projects as assigned to successful completion. Create, manage, measure, and report on key service-level metrics and key performance indicators (KPIs), such as time to first response, user satisfaction, and Resolution SLA% met. Assist in developing and leveraging technical operations best practices and problem management to drive a culture of continuous process improvement Promote technical operations best practices in tech support and beyond. Encourage the use of self-service tools and a knowledge repository as mechanisms for increasing end-user satisfaction and lowering costs. Keep up to date on trends in end-user support, management, technologies, sourcing, policies, procedures, and other external changes that may affect IT services. Develop top and mentor team members to help them meet and exceed their goals. Manage team schedules and resource capacity for each shift to ensure balancing and preventing burnouts or a lack of service resources to handle end-user inquiries. Daily review and prioritization of queued tickets Oversee IT support projects and operations in global workplaces. Additional responsibilities as assigned or requested. Operating Systems: You should have in-depth knowledge of different operating systems, such as Windows, macOS. Networking: You must understand different networking concepts, including LAN, WAN, TCP/IP, VPN, DNS, and DHCP. Software Applications: You should be familiar with different software applications, including productivity software, antivirus software, and backup software. Cloud Computing: You must have knowledge of cloud computing technologies, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS).. Fundamental understanding of OneLogin, Okta SSO, Micorsoft MFA, Pega. Knowledge and Hands on experience in managing O365, SharePoint, teams, etc. Responsible for the implementation of various technical solutions to satisfy user requirements within the budget and project schedule. Recommend, place orders, install, and configure video conferencing units as when required. Troubleshoot and replace faulty video conferencing equipment. Work closely with the AV Vendor to install and troubleshoot the issues. Identify and recommend opportunities to improve and enhance video conferencing services. Can work well under pressure with limited direction and is not only comfortable with change but an advocate for change. Passionate about providing best-in-class customer service. Ability to multi-task across a number of different projects and business units.

Asset & Lifecycle Management

Ensure that the End User operations are sustainable and that upgrade/refresh/replacement requirements are captured in Transurban’s Asset Management and capital plans Contribute to planning process, ensuring end user upgrade/refresh and capacity management requirements are factored into planning discussions; where decisions are made to defer upgrade/refresh plans, ensure the Technology risk register is updated accordingly

PREFERRED QUALIFICATIONS

EDUCATION: Bachelor's FIELD OF STUDY: IT

EXPERIENCE: As a IT Manager for at least 5 years

CERTIFICATION(S): ITIL, Microsoft, Linux, etc.

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

Other than mentioned above; advance knowledge of virtualization, DNS, DHCP, L2 Networking, understanding of NEC, storage, RDS etc. Team Management, Supporting 24/7 operations Good communication skills Good knowledge of Service Now, Remedy or any other ITMS tool

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at careers.indiam.

Apply Now

  • Area Sales Manager

    2 weeks ago

    Gurugram, India Rock-it Superfoods Pvt. Ltd. Full time

    The Area Sales Manager will be responsible for achieving the primary and secondary targets of the assigned territory. The manager will handle the General Trade or Beverages categories. The manager will be adept at identifying and developing key clients for business excellence and target accomplishment.Requirements Must have experience in the...

  • Area Sales Manager

    2 weeks ago

    Gurugram, India Rock-it Superfoods Pvt. Ltd. Full time

    Job DescriptionThe Area Sales Manager will be responsible for achieving the primary and secondary targets of the assigned territory. The manager will handle the General Trade or Beverages categories. The manager will be adept at identifying and developing key clients for business excellence and target accomplishment.Requirements Must have experience in the...

  • NewGen IT

    1 month ago

    Gurugram, India NewGen IT Full time

    Position: Company Secretary. Experience: 3 to 7 years. Location: Gurugram. Key Responsibilities:- Ensure the company complies with financial and legal requirements and maintains high standards of corporate governance.- Manage board and committee meetings, including preparing agendas, circulating papers, taking minutes, and following up on actions.- Oversee...

  • Adobe Experience Manager

    4 weeks ago

    Gurgaon/Gurugram, India LOGIC PLANET IT SERVICES Full time

    We are hiring for Adobe Experience Manager (AEM) Developer. Job Title : Adobe Experience Manager (AEM) Developer. Location : Gurugram, Haryana. Experience : Minimum 3 Years. Notice Period Immediate Joiner. Position Overview : . We are seeking a talented and experienced AEM Developer with a minimum of 3 years of hands-on experience to join our team in...

  • Sales Admin

    4 weeks ago

    Gurugram, Haryana, India CIS IT Solutions Full time

    Opportunities at CIS are combination of growth, continuous innovation and a great work culture. CIS offers challenging assignments, world-class working environment, professional management and ample opportunities to train, learn, and execute the most demanding projects, and in turn, get recognition in the form of exceptional rewards. As you scale newer peaks...

  • SAP ABAP HANA Developer

    2 months ago

    Gurugram, India Logic Planet IT services Full time

    Project Role : Application LeadProject Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : SAP ABAP Development for HANALocation : GurugramMinimum 5 year(s) of experience is requiredEducational Qualification : 15 years of full time educationSummary : As an Application Lead...

  • Splunk Enterprise Administrator

    5 months ago

    Gurugram, Haryana, India Quess IT Staffing Full time

    **About Us** “Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest...

  • Financial Services Associate

    5 months ago

    Gurugram, Haryana, India Quess IT staffing Full time

    The role holder is required to meet his/her targets of insurance against loans through the generation of new leads and managing and building relationships with customers mapped to them to cross-sell Financial Services/products. **Role & Responsibility** **Business Targets**: Achievement of business targets for all financial products as defined and agreed...

  • Solution Architect

    4 months ago

    Gurugram, Haryana, India BIG IT JOBS Full time

    Full time- in Development- Gurgaon, Haryana, India- Salary: ₹5,000,000.00 - ₹7,000,000.00 / Monthly**Job Detail**:*** **Experience** 10 - 14 years *** **About Company**: Founded over 20 years ago, the company has provided innovative software solutions to a wide range of transportation organizations, including transportation brokers, regional transit...

  • Academic Counsellor

    5 months ago

    Gurugram, Haryana, India Meraki IT Solutions Full time

    Counsellor - Sales **Experience**:2 - 5 Years** **Education background**: Graduates in Sales / Business / Management Stream **Work Timing**: 9AM - 6PM Monday to Saturday and Sunday (Fixed Holiday) **Location**:Gurgaon** **SHARE YOUR CVs DIRECTLY TO OUR HR VIA WHATSAPP ON**:+91 7411978909** Key responsibilities include: - Assist inquiring students to...

  • Procurement Executive

    5 months ago

    Gurugram, Haryana, India INK IT SOLUTIONS Full time

    POSITION GENERAL DUTIES AND TASKS: - Data Management Support for New Item and Direct-Store-Delivery items procurement - Review information on e-forms, in accordance with Client procedures to determine if complete and/or accurate - Return incomplete or incorrect e-forms inputs to Client Category managers - Record new distribution information found on...

  • Academic Counsellor

    5 months ago

    Gurugram, Haryana, India Meraki IT Solutions Full time

    Job Title: Counsellor - Sales **Role**: Permanent **Experience**:2 - 5 Years** **Education background**: Graduates in Sales / Business / Management Stream **Work Timing**: Monday to Saturday and Sunday (Fixed Holiday) **Location**:Gurgaon** **SHARE YOUR CVs DIRECTLY TO OUR HR VIA WHATSAPP ON**:+91 76760 39716** Key responsibilities include: - Assist...

  • PMO Officer

    5 months ago

    Gurugram, Haryana, India Quess IT Staffing Full time

    **About Us** “Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest...

  • Network Monitoring L1

    4 months ago

    Gurugram, Haryana, India Quess IT Staffing Full time

    Roles and Responsibility: We are looking for a network engineer who will be responsible for Monitor, Operate & administration network Infrastructure. You will also be working closely with the users of our network to identify potential issues and fix existing problems. Skill Experience: 1 Technical Support Engineer (L1) B.E. / B. Tech/BCA (On Site), Relevant...

  • Claim Processing Executive

    5 months ago

    Gurugram, Haryana, India INK IT SOLUTIONS Full time

    We're looking for Claim Processing Associate (US Process) for Gurgaon location. Exp level: - 06 Months to 2 yrs POSITION OVERVIEW : Disability Management Claim Processor POSITION GENERAL DUTIES AND TASKS : *Handle claims related to disability management. *Determining customer - s disability coverage and verifying the information available in the system....

  • Senior IT Project Manager

    2 weeks ago

    Delhi NCR/Gurgaon/Gurugram/Noida, India Empower IT Systems Pvt Ltd Full time

    Job Title: Senior IT Project ManagerEmpower IT Systems Pvt Ltd is seeking a highly skilled Senior IT Project Manager to lead our team in delivering complex IT projects.Key Responsibilities:Manage and optimize existing customer environmentsHandle strategic, high-visibility projects involving emerging technologies and solutions integrationLead complex data...

  • Financial Operations Associate

    5 months ago

    Gurugram, Haryana, India Quess IT Staffing Full time

    **About Us** “Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest...

  • Senior Sales officer

    2 months ago

    Gurugram, India Rock-it Superfoods Pvt. Ltd. Full time

    Job DescriptionThe Senior Sales Officer will be responsible for driving sales and market share growth for our beverage products within assigned territories. The ideal candidate will have at least one year of experience in the FMCG sector, with a proven track record of achieving sales targets and developing strong customer relationships.RequirementsExperience...

  • Jr. Academic Counsellor

    5 months ago

    Gurugram, Haryana, India Meraki IT Solutions Full time

    **Job Role: Counsellor - Sales** **Location: Gurgaon (UniTech Cyber Park)** **Experience: 0 -2 years ( All freshers can apply)** **Qualification**:Bachelor’s degree in any stream** **Age Limit**:20-33** **Working Days**:Monday to Saturday (Sunday fixed off)** **Working Time: Day Shift** **CTC**:2.5 - 4.2 LPA** **SHARE YOUR CVs DIRECTLY TO OUR HR...

  • SQL Dba L2

    4 months ago

    Gurugram, Haryana, India Quess IT Staffing Full time

    **About Us** “Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest...