Job Description - Manager / End User Services (EUS)
Department: Infrastructure Engineering - End User Services
Reports To: (Nipindra Kumar - Infrastructure Engineering-III . SUPPORT SERVICES-IT Infra)
Role Overview
The EUS Manager is responsible for delivering a secure, resilient, and seamless enduser technology experience across Kotak Mahindra Bank. The role oversees service desk operations, endpoint management, user productivity platforms, bank-wide IT support governance, and compliance with internal and regulatory guidelines.
This position plays a critical role in ensuring high availability of user devices, technology services.
Key Responsibilities
1. EndUser Technology Operations
- Manage daytoday IT support for branches, corporate offices.
- Drive timely closure of Incidents, Service Requests, and Problems as per defined SLAs.
- Ensure adherence to ITIL processes and Kotak-specific operational workflows.
- Oversee onsite support teams, managed service partners, and L1/L2 resources.
2. Endpoint Management & Compliance
- Manage the lifecycle of laptops, desktops, mobility devices, scanners, printers, and peripherals.
- Ensure compliance with Information Security.
- Maintain accurate IT asset records in the Bank's asset management repositories.
3. Microsoft 365 & Collaboration Tools
- Govern and manage platforms such as M365, Teams, Outlook, OneDrive, SharePoint.
- Ensure uptime, adoption, and secure usage of collaboration and communication tools.
- Partner with the Security & Email teams for DLP, AntiSpam, MFA, and conditional access policies.
4. User Experience & Productivity Enhancement
- Drive digital workplace initiatives to improve employee productivity.
- Implement selfservice capabilities, automation, and knowledge base enhancements.
- Analyze recurring issues and work on RCAbased long-term fixes.
5. Team Leadership
- Lead and mentor teams across locations and partner resources.
- Drive knowledge sharing, SOP updates, performance assessments, and continuous training.
- Foster a culture of customer-centric service delivery.
Required Skills & Qualifications
Technical Skills
- Strong understanding of enduser computing technologies:
Windows 10/11, macOS (if applicable). - Understanding of AD, Azure AD, Exchange Online, Teams Admin Center.
- Awareness of network basics: Wi-Fi, VPN, DNS, DHCP.
- Exposure to banking security policies, endpoint hardening, and DLP.
Soft Skills
- Excellent communication and stakeholder management.
- Ability to manage high-pressure operational environments.
- Analytical mindset with strong problemsolving skills.
- Vendor management and contract governance.
Performance Indicators (KPIs)
- Incident/Request SLA adherence & reduction in ageing tickets
- Endpoint compliance (patching, AV, encryption, MDM)
- Branch/office support metrics
- Vendor SLA adherence and operational efficiency
- Audit compliance score & closure of non-compliances
- CSAT / User experience improvement
- Reduction of repeat incidents (RCA-driven improvements)
