IT Operations Head(Technology & Digital) Pune

Job Description

Role & responsibilities Description: 1. IT Service & Support Management: Lead and manage day-to-day IT operations, ensuring reliable performance and efficiency of systems. Oversee IT maintenance, troubleshooting, and enhancements to minimize downtime and improve user experience. Implement operational processes and frameworks to support organization-wide IT initiatives. Ensure the availability of IT support services, including a helpdesk for technical issues and incident resolution. Develop user support protocols and oversee ticket resolution to maintain high service quality. Advocate for team training and knowledge-sharing to enhance support expertise. 2. Project Management Office (PMO): Establish and lead the PMO to oversee planning, execution, and delivery of IT projects. Ensure project management methodologies are applied (Agile, Waterfall, etc.). Track project scope, budgets, and schedules to deliver projects successfully. Collaborate with stakeholders across teams to prioritize IT initiatives. 4. Quality Assurance: Define and implement IT quality standards for systems and projects. Oversee testing procedures to validate reliability, functionality, and scalability of IT solutions. Collaborate with development teams to identify and resolve software/hardware issues before deployment. 6. Vendor Management: Develop and maintain strong relationships with external IT vendors, service providers, and consultants. Evaluate vendor capabilities, negotiate contracts, and ensure vendor alignment with organizational goals. Monitor the performance of vendors against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Serve as the point of escalation for vendor-related issues and disputes while ensuring timely resolution. Regularly review vendor performance to assess risks, optimize costs, and identify opportunities for process improvement. Preferred candidate profile