ITRM

Key Responsibilities:

• Leadership & Management:

• Lead, mentor, and support a team of L1/Helpdesk engineers in delivering timely end-user support across all Gold Loan branches.
• Foster a collaborative culture focused on knowledge sharing and high-quality service delivery.

• Project Management:

• Act as the regional subject matter expert for Ubuntu OS troubleshooting, configuration, and maintenance.
• Manage and optimize MDM (Mobile Device Management) systems, including policy creation, device compliance, and remote management.
• Ensure all endpoints meet security, compliance, and patching standards.

• Helpdesk & End-User Support (EUS) Operations:

• Supervise regional helpdesk functions to ensure SLA adherence and efficient ticket resolution.
• Monitor and analyze incident trends to identify areas for process improvement.

• Network Monitoring & Improvement:

• Monitor regional branch network availability and uptime, suggesting improvements to enhance user experience.
• Conduct regular visits to regional branches to address local user concerns and ensure compliance with IT policies.

• Endpoint & Asset Management:

• Manage endpoint inventory, patch deployment, and software rollouts using centralized management tools.
• Maintain accurate records of all IT assets across regional branches.

• Process & Compliance Management:

• Enforce Incident, Problem, and Change Management processes aligned with ITIL standards.
• Maintain documentation and ensure regional compliance with IT security and audit guidelines..

• Vendor Management:

• Collaborate with vendors in the EUS management space, conducting regular reviews and assessments.

Desired Candidate Profile:

• Minimum 5-6 years of experience in end-user support management, preferably in a regional or multi-location IT support role.
• Proven experience in vendor and ISP coordination to ensure service continuity.
• Strong technical and analytical expertise in Ubuntu and Mobile Device Management (MDM), with a proactive, solution-oriented mindset.
• Proficient in troubleshooting laptops, networks, and endpoint-related performance issues.
• Demonstrated ability to manage large-scale IT support operations across distributed or remote branches.
• Excellent communication, coordination, and presentation skills, with the ability to perform effectively under pressure and support VIP users.
• Good understanding of Windows Active Directory, Office 365, and endpoint management tools.
• Skilled in Microsoft Office Suite, file and print services, and basic network configuration.
• Familiarity with ITIL processes; certification will be considered an advantage.
• Experience with service desk platforms, workflow optimization, and compliance monitoring.
• Language Proficiency: Telugu, English, and Hindi (preferred).
• Work Flexibility: Willingness to extend work hours when required to meet operational goals.
• Location Preference: Candidates based in or open to relocation to Mumbai or South India are preferred.