Job Title : Manager – End User Compute

Qualifications -: B.E./ B,Tech

Experience Required -:

8+ years experience in working within a similar major multi-national enterprise supporting IT and business functions.
Certifications (Preferred): CCNA, Microsoft, ITIL

Technical Skills

Strong knowledge of Microsoft 365, Azure AD, SCCM, Intune, Microsoft Defender, and virtualization
Experience with ITSM, Collaboration and productivity tools
Excellent understanding of cybersecurity principles, best practices, & regulatory requirements

Soft Skills: Demonstrated ability managing cross-functional teams/projects within complex organizational structures.

Success Criteria

Service Delivery and Operational Excellence : Stable IT environment and high User satisfaction

Incident & Problem Management Maturity: Ticket volume reduction, proactive issue prevention, RCA

Governance & Reporting : 100% compliance of Diageo compliance. SLA,MTTR,CSAT

Asset & Lifecycle Management: 100% asset visibility and timely refresh, Disposal and availability of latest technology devices to support high business productivity

Continuous Improvement & Governance: better IT operation with less effort and cost.

Succession Plan Opportunities

Network & EUC Lead

Manufacturing IT-OT Lead

IT operations Lead

Context/Scope:

Lead end-user IT support across Diageo India locations ensuring seamless user experience

by Incident prioritization, resource allocation, vendor engagement, SLA enforcement

Complexity: 2500+ users, multi-location, diverse tech (Endpoints, VC, CCTV, UPS, PLCs)

Strategy: Standardization, automation, lifecycle management, user experience improvement

Top Accountabilities: Service excellence | User satisfaction | Asset management | Vendor governance | Continuous improvement.

Recommendations Expected :

Recommend on Process improvement and optimisation

Recommend tools, technologies which helps to Proactive management and further reduce the ticket

Recommend on vendor engagement for issue resolution Project activities

Market / Function Complexity:

Manage IT support for 2500+ users across 75+ geographically distributed locations

Handle diverse technologies: endpoints, AV/VC systems, printers, CCTV, UPS, PLCs

Operate in a high-demand, fast-paced environment with strict SLAs Coordinate with vendors

Coordinate with IMS team for the strict compliance as per Diageo's Benchmark.

Flexible Working Statement: Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.

Diversity statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.