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Manager ITS

15.00 to 20.00 Years   Gurugram   30 May, 2020
BA Continuum India Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Job Description

The position will manage the teams responsible for end user services. The desktop Support manager role is to provide a single point of contact for end users to receive support and maintenance within the organizations desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal IT infrastructure performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance , VIP servicing and support for management events -where required.

Responsibilities

  • Managing the relationship with business leaders at site to understand their business strategy and business requirements to help them deliver the same
  • Leading and managing the activities of skilled Technical Support Engineers front line team in a technical support environment
  • Manage the VDI operational teams and systems for availability, patches and service offerings
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Provide technology expertise and thought leadership with an emphasis on desktop & VDI technologies (Windows Operating System, Baseline productivity software, Security configurations, Backend infra to manage the desktop deployment, software packaging deployment), and operational excellence
  • Assist with identifying, developing, and leading innovation initiatives. This will include involvement in technology improvement and deployment, researching new technologies andor new applications of existing technologies that deliver new capabilitiesvalue to the business
  • Respond to email received in group mailbox and provide real time resolution
  • Refine and maintain policies, standards, processes, systems, and measurements that enable the organization to achieve operational SLAs with respect to service performance, availability, security, risk, and compliance
  • Responsible for executive support and escalation
  • Planning and undertaking scheduled maintenance upgrades
  • Responding to system and site outages
  • Responsible to coordinate with other TSMs and core Infrastructure team for seamless delivery and best practice sharing
  • Prepare weeklymonthly status reports and management presentations
  • Manage vendor and customer relationships associated with areas of responsibility
  • Responsible for Capacity planning, Asset governance and Inventory at site

Requirements

  • Strong understanding and working knowledge of Technology support components like End user support, Helpdesk, Networking, Server and Virtualization technologies
  • 15+ years real world experience managing or supporting in the IT industry with relevant certifications and degrees
  • Demonstrated ability to identify and drive operational and process improvements
  • Strong presentation skills are required, as this position will closely interact with the Clients, customers, and various levels of management.
  • Proven track record of successful people and vendor management
  • Strong ability to foster teamwork within a collaborative culture
  • Excellent leadership and mentoring abilities.
  • Must possess a strong ability to multitask simultaneous management and team escalations.
  • Strong verbal and written communication skills are required

    • Education

    • BE B Tech (Technical 4 year degree)
    • University Degree
    • Certifications If Any
    • Experience Range
    • 8 to 10 years of related IT technologies and operations work experience mainly with Desktop (Windows 7, 10), VDI and Mobility
      • ,

      Keyskills :
      end user supportresearching new technologies user supportdesktop support risk managementasset management technical supportvendor

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