Role and Responsibilities:
Own and resolve all technical escalations within the IT team that are unable to be solved by less experienced team members
- Conduct in-depth root case analysis for major incidents and outages
- Identify gaps in processes and procedures as part of the RCA process and implement solutions to close those gaps
- Collaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systems
- Provide insights from a user support perspective during the planning and implementation of IT projects
- Evaluate new technologies and solutions that align with IT goals and directives
- Provide leadership within the IT Support team, guiding and mentoring junior staff members
- Stay current with industry trends, emerging technologies, and best practices in IT Support
- Pursue relevant certifications and training to maintain a high level of expertise

Job Requirement:
- 12+ years of experience in an IT-related role or field
- Bachelors degree in Computer Science, Information Technology, or related field or equivalent work experience




- Ability to quickly and accurately resolve advanced, complex issues while maintaining composure and focus
- Ability to lead large cross-functional projects with various stakeholders across the organization
- Ability to identify and implement process improvements independently
- Maintain ownership and skills in all IT core business areas
- Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
- Excellent analytical and time management skills, with a proven ability to deliver value independently
- Ability to demonstrate transparent & confident communication skills both written and verbal
- Ability to handle multiple requests / projects simultaneously and prioritize
- Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customers
- Provide onsite Support to office technology
- Proficient in both Intune (autopilot endpoint

📌 Senior Staff IT Help Desk (India)
🏢 ANSR Summit Consulting
📍 India