Role & responsibilities

1. End User Support & Service Delivery

- Oversee end-to-end IT support delivery for all end users across branches and remote locations.
- Manage delivery through a team of in office engineers deployed across 35 branch offices and coordinate support for 200+ remote locations.
- Enforce standardized IT support frameworks, policies, and standard operating procedures (SOPs) across all physical and remote sites.
- Ensure consistent service quality, SLA compliance, and user satisfaction across all geographies.
- Drive the adoption of self-service portals, knowledge bases, and tiered support models to improve resolution efficiency.
- Own escalation management and ensure P1/P2 incidents are handled with urgency and executive visibility, driving rapid root-cause analysis and resolution.
- Conduct periodic SLA reviews with business stakeholders and vendor partners to maintain organizational alignment.
- Own the end-to-end patch management lifecycle for all user endpoints, enforce compliance and lead vulnerability response

2. Strategic IT Interface & Modernization

- Serve as the primary IT interface for the broader organization, translating business requirements into actionable IT initiatives.
- Drive the modernization of the EUC environment (e.g., transition toward modern management tools, automated provisioning, digital employee experience platforms).
- Lead communication and change management efforts for organization-wide IT rollouts, upgrades, and migrations.

3. Vendor Governance & MSP Management

- Act as the primary NBHI owner for the Managed Service Provider (MSP), ensuring accountability for all contractual obligations, SLAs, and XLAs (Experience Level Agreements).
- Define, measure, and report on operational KPIs, operational metrics, and customer satisfaction scores. Hold weekly,



monthly, and quarterly business reviews (QBRs) with the partner.
- Ensure the MSP optimizes staffing levels and skill sets among on-site engineers across all offices to meet business demands.
- Publish reports and conduct periodic performance reviews with business stakeholders and vendor partners to maintain organizational alignment
- Partner with procurement and vendor management teams to negotiate contracts, manage hardware/software renewals, and evaluate new technology vendors.

4. Field Operations & Logistics Coordination

- Manage logistics for hardware deployment, relocation, and refresh across 35 branches and 200 remote sites.
- Manage asset lifecycle procurement, tagging, tracking, disposal, and refresh cycles.
- Build and maintain a spare parts buffer inventory strategy for critical components at key locations.
- Coordinate with logistics partners and courier services for expedited hardware delivery to remote sites.
- Manage hardware RMA processes, warranty claims, and repair workflows.
- Plan and execute large-scale rollouts (laptop refreshes, OS migrations, office relocations) with minimal disruption.

5. License Management & Hardware/Software Asset Management (SAM)

- Maintain a centralized hardware and software license inventory across all user endpoints and enterprise applications.
- Ensure license compliance, optimize utilization, and avoid over-licensing or audit exposure.
- Drive annual license true-up processes, renewals, and vendor negotiations.
- Implement and oversee a SAM tool/platform to automate discovery and reconciliation.
- Ensure CMDB updates and accuracy for clean inventory

Conduct periodic physical inventory and FAR reconciliation

Preferred candidate profile

- 10+ Years of relevant Experience
- Bachelors degree.
- ITIL v4 Foundation / Practitioner

📌 General Manager (Uttar Pradesh)
🏢 Niva Bupa
📍 Uttar Pradesh