Senior Manager

Primary ResponsibilitiesCandidate with minimum of 10 to 15 yrs of core experience in running and managing IT Operations including IT Service/Incident Management on ITIL FrameworkGood knowledge of Desktop / Laptop troubleshootingManaged large scale (10000+ desktops) ODCs / global multi-site / multi technology hybrid mission critical networks - Data / Voice / Video technologiesExposure to and worked on LAN, WANWorked in 24x7 support environment, with Global teams.Involved in running & driving transformation projects using automation levers in the End User space.Experience in Service Delivery and managing SLA's.Successfully managed the IT operations with a team of 40+ multi-skill IT staff.Functional experience includes Infrastructure Management, Escalations management, Team Management, Vendor Management, Asset & Inventory Management, Incident management, Change Management, Problem Management.Management reporting & presentation skills.Critical Incident Handling and Project reporting to the leadership.Adherence of corporate policies and to ensure systems and process compliance.Should be able to communicate and manage key stakeholders (internal/external)Implement the accepted and standardized licensing and software policy, and monitoring and security measures.Managing the compliances on the endpoints.Should be able to drive and work on the Global ProjectsShould be able to handle internal and external audits (like PCI DSS, ISO 27001, SOX, etc.)Ability to identify the core issues and drive SIPsIdentify the areas of transformation by challenging the status quo and find better ways of doing things using automation, artificial intelligence, Agentic AI. ;Performance Parameters: High level of professionalism & should give impeccable attention to detail.Sense of urgency and ability to meet aggressive deadlines.To help in establishing current and long-range objectives, plans and policies in technology, information security etc. domains on behalf of the organization.Commitment to Quality and DeadlinesVery high self-motivation & achievement orientation.Implement Best Practices and Process.High level of positive attitudeHigh level of Integrity ;Effective time management skillsStrong interpersonal and communication skills.Problem-solving and analytical abilitiesStrong sense of ownership, urgency, drive and passion.Collaborative and task oriented.Strong Decision making and customer Focus.Planning, organizing & coordination abilities. ;Experience: ;10-15 years overall. At least 2-3 years in similar capacity. ;Technical Skills: ;ITIL Foundation Certified.High Proficiency in MS office/ Project/ Access.Must possess good Hardware- Networking technical skills.Communication skillsReporting skills (MS Excel / Power BI)Presentation skills (MS PowerPoint)Documentation skillsInitiative, Judgment, Drive and innovationGood understanding and working knowledge of AI, ML, Agentic AI, AutomationCloud InfrastructureProblem identification and analytical abilityDecision making and convincing abilityAbility to understand the technical issue and liaison with teams to get to the root causeUnderstand Technologies related to SCCM, Intune, antivirus, EDR, DLP, CASB, Encryption, Backup, etc. ;Desirable Skills: ;Independent problem-solving, self-direction, self-motivatedShould be able to work independently, with minimum supervision.A Strong sense of ownership, urgency, and drive.Sharp analytical abilities.Strong interpersonal and communication skills.Talent management and DevelopmentStrong people management capabilities.Exposure to the Cloud InfrastructureHands-on experience on scripting (PowerShell, Python)Having worked in a similar job in a BPO or an IT company.Hands on experience on management of the endpoints and their complianceStrong Project Management & People Management Skills.Willing to work in shifts / Weekends to support US, UK and on-call duties a must.