Associate Manager -IT Service Desk

Job Description

• Strong knowledge on Service Desk & Asset Management in addition to technical knowledge and thorough hands-on experience in Servers/ Network infrastructure - (Data Centre Environment)
• Experience in managing office productivity suite (Microsoft technologies/ Google/ Virtualization) and ITSM Tools/ Monitoring Tools and business applications.
• Proactive monitoring and Capacity planning of IT infrastructure -Data center and Network/ Service Metrics.
• Provides weekly status & with recommended Scope or schedule changes based on capacity and unforeseen challenges. Weekly review of all change requests (CAFs).
• Running day to day operations/ reporting and provide operational support to user support and IT helpdesk.
• Closely work with multiple groups to review work and to remove impediments/roadblocks.
• Update/Create documentation as needed.
• OEM/ Partner management.
• Identifying skill gaps in the team and ensure proper training planned and aligned with the overall IT strategy.
• Conducting regular system process and technical audits. Must have understating of compliance and ISO /SOC audits
• Respond to all users request and provide them with adequate support and coordinating with other departments to ensure that they are using the latest technology tools
• Good understanding of ITIL processes.
• Excellent troubleshooting skills.

Job Summary

Looking for Service Delivery professional with a good track record of handling Service delivery and Operations.

Should have good expertise in IT Service Desk / (ITIL/ITSM) / Asset Management/ Governance of overall IT Service with additional knowledge of services like Datacenter/ Hosting / Cloud / Storage/ Network Security etc.

Minimum -8-10 years’ experience of Running operations and adding value to Operations strategies.

Role Based Competencies

Mandatory Competencies

Good to Have Competencies