Assistant Vice President - IT Support

JOB ROLE

• IT Facilities management and support
• Helpdesk /Service Desk Support
• IT Asset Management (Hardware/Software)
• Endpoint software and security compliance Management
• Vendor Evaluation/Management
• IT process Automation evaluation and implementation
• IT Project Roll outs
• IT Procurement & Payment process
• IT Budget preparation, Tracking and finance dashboard creation
• IT Asset disposal & compliance reporting related to it
• User access & Review management
• Handling of IT EUS related audits
• Governance through MBR/QBR

KEY RESPONSIBILITIES

• Manage escalations and take it to logical conclusion
• Manage IT audits and closure of the audit points
• Manage Antivirus ,software & Patch compliance with 100% accuracy
• Manage endpoint compliance from software licensing & usage prospective
• Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery
• Plan and implement upgrades needed to maintain service levels
• Develop and lead the replacement of infrastructure at end of life
• Asset Reconciliation (Hardware/Software) at set frequency
• Timely vendor billing reconciliation payment release.
• Understand the process gaps and look for improvement areas
• Set processes / Policies for improvement on Security, efficiency, SLA, cost
• Interact with Vendors on regular intervals by means of weekly/monthly review for ensuring service quality
• Follow good practices on Configuration and Change Management, Incident and Problem Management. SLA metrics and Escalations to Manage Service
• Manage escalations and take it to logical conclusion
• Initiate internal Customer satisfaction survey  to gauge the service quality
• Prepare monthly dashboard for higher management with low lights / High lights
• Identify opportunities to simplify IT Service Desk operations through continuous improvement initiatives. •
• Manage timely IT asset procurement for timely asset allocation to new joinee
• Manage timely IT asset disposal as per criteria & policy set by organization
• Preparation of yearly IT budget, tracking throughout the year and sharing quarterly dashboard to finance
• Manage User access management for applications getting used in organization & carryout reviews of all access at quarterly basis
• Provide occasional out of hours support

SKILLS/COMPETENCIES REQUIRED

• Minimum 15+ years .Experience in end user segment
• ITIL Certified preferable
• Degree in IT or related discipline
• Good understanding of desktop hardware/ operating systems, endpoint security with basic of networks, telecoms, etc
• Probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies
• Reporting & Documentation
• Vendor Management and Negotiations
• Skill Management/Development
• Project Management
• Good understanding of end point IT security,backup and data protection/Encryption
• IT Asset procurement/ disposal
• User access management for applications
• Budget preparation/ tracking & finance dashboard preparation
• Experience from BFSI industry preferable