Job Title: Senior Manager IS OPS
Experience: 1015 years
Location: Mumbai
Reporting: Director IT Operation and Infrastructure
Role Overview
We are seeking an experienced professional to lead end-user operations for large enterprise accounts. The ideal candidate will drive operational excellence, manage diverse support teams, and ensure compliance with organizational standards while delivering exceptional user experience.
Key Responsibilities
- Operational Excellence:
- Oversee incident management, service requests, and white-glove support for senior stakeholders.
- Managing NPS, MTTR, User awareness, Ticket ageing
- Manage large teams across End User Support, Service Desk, Field Support, and Manufacturing Site Support.
- Ensure smooth onboarding and offboarding processes.
- Asset Management:
- Manage lifecycle of 15,00020,000 assets including procurement, tracking, and disposal.
- Implement e-waste processes and ensure asset reconciliation with financial books of accounts.
- Audit & Compliance:
- Ensure adherence to internal and external compliance standards.
- Prepare for and manage audits effectively.
- Project Management:
- Lead and deliver IT projects within scope, time, and budget.
- Drive process improvements and automation initiatives.
- Budget Management:
- Forecast and track monthly budgets, monitor planned vs. actuals, and manage LBE (Latest Best Estimate).
- Reporting & Documentation:
- Create detailed reports and presentations using Excel and PowerPoint.
- Knowledge pertaining to Data center management if candidate is having will have more weightage
- Certifications: ITIL, Six Sigma, ISO, PMP, Prince2, Agile (any combination preferred).
- Strong command of English (verbal and written).
- Advanced proficiency in MS Excel and PowerPoint.
- Onsite experience in managing large enterprise accounts is highly desirable.
Key Skills
- Leadership and team management.
- Incident and service request management.
- Asset lifecycle and compliance expertise.
- Budgeting and financial tracking.
- Excellent communication and stakeholder management.
