Senior Manager IT Operations End User Support

Location: BKC, Mumbai

Department: Information Services / IT Operations
Experience: 10+ Years (Min. 5 years in leadership) Employment Type: 1Y (Contract renewable every year)

Job Summary:

Senior Manager IS Operations

Key Responsibilities:

IT Operations Management:

• Lead

  end-user support operations

  across PAN India offices and plants.
• Manage 20,000+ annual incidents and service requests via

  ITSM tools

  like ServiceNow, BMC Remedy, or Jira.
• Ensure high availability, secure operations, and consistent IT service delivery.
  

KPI, SLA & Performance Monitoring:

• Track and optimize

  KPIs

  ,

  SLA compliance

  , and

  MTTR

  .
• Drive improvements in

  first-call resolution

  ,

  ticket quality

  , and

  user satisfaction (NPS)

  .

Process Improvement & Strategy:

• Lead initiatives like

  PC refresh

  ,

  Shift Left

  , and

  automation of repetitive tasks

  .
• Apply methodologies such as

  Kaizen, Lean, Six Sigma

  for continuous improvement.

Budget & Resource Management:

• Own and manage the

  PAN India IT support budget

  .
• Collaborate with senior leaders on IT strategy, budgeting, and cost optimization.
  

Stakeholder & Leadership Engagement:

• Work closely with

  regional and global IT leadership

  .
• Act as a key liaison and support executive planning, reporting, and decision-making.
  

Project Management:

• Lead and deliver regional/global IT projects.
  
• Ensure on-time delivery, stakeholder communication, and measurable outcomes.

Required Qualifications:

• Bachelors or Masters degree in

  Information Technology / Computer Science / Engineering

  .

• 10+ years

  of experience in

  IT operations

  , with

  5+ years in a managerial or leadership role

  .
• Proven track record managing

  large-scale IT support teams

  , especially across

  manufacturing + office environments

  .
• Strong knowledge of

  ITIL framework

  , incident management, and

  service delivery platforms

  .

Preferred Skills & Certifications:

• ITIL Certification

  (v3/v4),

  Six Sigma

  ,

  Lean

  , or

  PMP

  certification.
• Experience in

  multi-site operations

  , preferably in

  manufacturing or large enterprises

  .
• Hands-on with tools like

  ServiceNow

  ,

  Jira Service Desk

  ,

  BMC Remedy

  .
• Experience managing

  global IT programs

  and working in

  cross-functional environments

  .