Service Desk Manager

• Manage end-to-end Service Desk operations in a 24x7 FinTech environment.
  Ensure timely resolution of incidents and service requests, adhering to strict SLAs and OLAs. Act as the primary escalation point for critical incidents impacting financial platforms. Drive ITIL-based processes including Incident, Problem, Change, and Request Management. Collaborate closely with Engineering, DevOps, Security, and Product teams. Ensure compliance with regulatory, audit, and security standards (ISO, SOC, PCI-DSS, etc.). Oversee monitoring, alerting, and proactive issue identification for high-availability systems. Lead major incident management (MIM) and root cause analysis (RCA). Manage vendor performance and third-party support partners. Maintain and continuously improve knowledge management and self-service capabilities. Track service metrics, prepare dashboards, and present insights to senior stakeholders.

• 10+ years of IT experience, with at least 5 years in Service Desk or IT Operations leadership.
• Strong incident management and crisis handling skills.
• Strong understanding of ITIL frameworks (ITIL v4 preferred).
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
• Experience supporting mission-critical, customer-facing financial systems.
• Excellent stakeholder management and communication skills.

• Experience working in FinTech, BFSI, or high-availability digital platforms.
• Knowledge of cloud environments (AWS/Azure/GCP).
• Exposure to DevOps, SRE, or automation-driven operations.
• Familiarity with compliance and security standards relevant to financial services.

Key Attributes

• Customer-first and risk-aware approach.
• Ability to operate under pressure in a fast-paced environment.
• Strong analytical and problem-solving capabilities.
• High ownership and accountability mindset.