Key Result Areas/Accountabilities: |
Key Result Areas/Accountabilities | Supporting Actions |
Service Desk Operations & MIS | - Monitor Incidents, Service Requests, Changes, and Problem records for SLA adherence & SLOs.
- Ensure data accuracy and workflow compliance in the ITSM tool.
- Track ticket aging and drive timely closures with resolver groups.
- Prepare and publish monthly IT Infrastructure operations dashboards and actionable reports
|
End-User Infrastructure Support | - Execute user onboarding, transfers, and offboarding with required access provisioning for Pune Force.
- Ensure readiness and allocation of IT assets with standard software and security tools.
- Coordinate with support teams for issue resolution with minimal escalations.
|
IT Budget Monitoring for Pune Force | - Collaborate with finance to monitor IT procurement budgets and expenditure.
- Identify cost-saving opportunities and contribute to the achievement of budgetary goals
|
IT Asset & Software License Management | - Maintain and update hardware asset inventory across locations.
- Track asset lifecycle movements (procurement to disposal).
- Support software license compliance and audit activities.
- Perform periodic asset validation and reconciliation with finance records.
|
Managed Services Partner Coordination | - Coordinate daily operational deliverables with the IT managed services partner.
- Track SLA performance and support weekly/monthly review governance.
- Ensure adherence to defined processes, SOPs, and operational standards.
|
Process Compliance & Continuous Improvement | - Ensure all operational activities follow ITIL-based processes.
- Maintain SOPs, checklists, and operational documentation.
- Capture CSAT / VOC inputs and track closure of improvement actions.
- and drive continuous service improvement actions.
|
P2P Operations & Vendor Coordination for Pune Force | - Track PR/PO creation, invoice processing, and payment status.
- Maintain procurement and contract documentation.
- Monitor spending against budget and provide periodic status reports.
|
Key Deliverables / Success Metrics | - SLA compliance for Incidents & Service Requests
- Reduction in ticket backlog and aging
- Accuracy of IT asset inventory and lifecycle tracking
- Software license compliance status
- Timely PR-PO-Invoice processing
- On-time and accurate monthly MIS reporting
- Improvement in CSAT / user experience
|
Required Skills & Competencies | - Strong understanding of IT Infrastructure operations
- Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, ManageEngine, Symphony Sumit)
- Knowledge of IT Asset Management lifecycle
- ITIL Certified and service governance
- Vendor coordination and stakeholder management
- Strong analytical and reporting skills (Excel / dashboards)
- Good communication and follow-up skills
|
