Technical Infrastructure and End User Computing Manager

Job Title: Technical Infrastructure and End User Computing Manager

Location: Mumbai Office

Line Manager: Yatin Chalke, Manager - Application Support

Contract: Full-time, permanent

About the role:

This role is responsible to lead and manage services and delivery of the infrastructure service/solutions and End user Computing. You will be leading a team of people of diverse experience and technology background. Besides this, the role will also be responsible to align and help execute the strategic initiatives of the organization

.Key responsibilities

• :Manage and maintain the company's critical global infrastructure, including cloud services, retail, networks, databases and end comput
• eDevelop and implement infrastructure strategies to ensure scalability, performance, and security across all business objectives, from e-commerce to in-store retail
• .Collaborate with cross-functional teams (e.g., Development, E-commerce, Retail Operations, IT) to ensure seamless integration of infrastructure with other departments
• .Formulate and enforce robust IT policies and procedures to ensure system security and regulatory compliance (e.g., PCI DSS, GDPR, etc.), regularly revising them in response to global business needs and technological advancements
• .Troubleshoot and resolve complex, high-impact technical issues across the global retail and corporate infrastructure
• .Ensure compliance with industry standards and best practices for global infrastructure management
• .Lead and mentor a team of infrastructure professionals to achieve departmental and strategic organizational goals
• .Accountable for the full-cycle delivery of IT/OT Infrastructure services: global network, security, CRM, datacentre, cloud, physical/virtual hosting, Point-of-Sale (POS) and Inventory systems, endpoint security, patching, and end-user/onsite/remote services (service desk) for 100+ global retail stores and corporate offices. Scope is subject to change based on need
• .Accountable for successfully delivering technical/business services, especially within complex, highly critical technology environments, ensuring business continuity. This includes ensuring the Nevejewels IT/OT infrastructure and its services are up and running, meeting predefined SLAs, along with properly executing daily IT operations & service delivery
• .Define & adopt delivery strategy and enable strategy execution with clear definition, management & monitoring of tactical/ operational activities supporting strategy
• .Monitor multiple projects, identify risks and issues in advance, and initiate appropriate corrective and preventive actions, ensuring performance as per project goals
• .Provide technical leadership, create, and manage an infrastructure plan and standards according to the IT strategic plan and roadmap. Organize, supervise, and develop the Service Desk and Infrastructure team. Developing the infrastructure plan with capacity management to meet business demands, including growth in retail sites and e-commerce traffic. Mutualize resources, optimize TCO, centralize services, and evaluate and establish cloud adoption opportunities
• .Facilitate continuous improvement and operational excellence, along with driving suppliers in achieving very high levels of performance consistently

.Team Leadership & Strateg

• yLead and manage the EUC support team and Infrastructure team (technicians, engineers, analysts)
• .Define and implement an EUC strategy, aligned with overall IT and business objectives, specifically supporting the needs of a global, multi-site retail workforce
• .Set KPIs and performance standards for EUC support services, focusing on global user satisfaction and operational uptime for retail systems

.Service Deliver

• yOversee day-to-day operations of EUC support across global/regional offices, manufacturing factories, and 100+ retail stores
• .Ensure timely resolution of incidents, service requests, and escalations for all global endpoints
• .Manage software and hardware lifecycles, including procurement, deployment, and decommissioning, for both corporate and specialized retail/POS hardware

.Technology & Tools Managemen

• tDrive improvements in global endpoint management (Intune/Jamf, Asana etc.) for corporate and retail (e.g., POS) endpoints
• .Maintain robust and scalable infrastructure supporting 30+ global e-commerce websites
• .Maintain and evolve compliance tools platforms and stringent endpoint security measures across the entire global environment
• .Standardize EUC environments to reduce complexity and improve user experience while maintaining necessary flexibility for global retail operations

.Stakeholder Managemen

• tAct as the point of contact for senior stakeholders regarding EUC support and Infrastructure strategy, from the London HQ to the Mumbai Tech Office/Factory
• .Regularly review service feedback and identify opportunities for improvement
• .Manage vendor relationships and service contracts related to critical infrastructure and EUC tools and services
• .Manage escalations and have regular connect with the Stakeholders
• .Prepare and present Weekly, Monthly, and Quarterly reviews to IT stakeholders

.Compliance & Securit

• yEnsure EUC solutions and core infrastructure are compliant with organizational policies and regulatory standards, including global data privacy laws and PCI DSS for e-commerce and retail transactions
• .Collaborate with different stakeholders to ensure robust and centrally managed endpoint protection

.Innovation & Continuous Improvemen

• tKeep up with emerging trends and technologies in EUC and retail infrastructure
• .Lead initiatives to modernize the EUC and retail infrastructure landscape (e.g., Windows Autopilot, zero-touch deployment, automation, self-heal etc.)
• .Implement automation to reduce manual support tasks and improve efficiency across global service desk operations

.About you

• :Education: Bachelor's degree or apprenticeship in IT, Computer Science, or a related field. ITIL v4 certification is highly preferred
• .Experience: minimum 10 years of IT experience and 5+ years as Infrastructure and End User Computing Manager, or Server/Network Operations, ideally within a fast-paced, multi-site retail or e-commerce environment
• .In-depth knowledge of EUT systems and technologies, including experience with retail POS and inventory systems
• .Process Driven: Familiarity with ITSM processes is a must; experience with ticketing tools (e.g., Jira, ServiceNow, Zendesk) is a plus
• .Soft Skills: Excellent communication with an enthusiastic desk-side manner and the ability to manage competing priorities in a globally distributed team
• .Experience with documentation and improving SOPs and other process documents
• .Strong leadership and team management skills, with experience in mentoring and coaching junior team members
• .Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels