Job Description

JD for Lead - Service Desk: To oversee and manage cross-functional projects, operational excellence initiatives, compliance adherence, and data-driven performance tracking. The role ensures that processes meet Service Level Agreements (SLAs), regulatory standards, and Continuous Service Improvement (CSI) goals through structured project management and analytics.

Responsibilities:

Continuous Service Improvement (CSI) / SIP:

- Identify improvement opportunities across business processes.

- Develop and implement Service Improvement Plans (SIPs).

- Conduct root cause analysis for SLA deviations and drive corrective actions.

Data Science Analytics:

- Design and maintain performance dashboards with mobility integration.

- Leverage analytics to monitor performance, identify trends, and support decision-making.

- Automate dashboards and reports to enhance data visibility and accuracy.

Client Reporting:

- Prepare and deliver accurate, timely client reports.

- Standardize and automate reporting templates.

- Ensure data accuracy and SLA adherence in report delivery.

NSDL DP Monthly Business Reviews (MBR):

- Compile data for monthly reviews and create presentation decks.

- Highlight key metrics, SLA compliance, risks, and improvement actions.

SLA, Matrix Adherence Escalation Management:

- Define and track departmental SLAs and performance metrics.

- Maintain escalation matrices and ensure timely issue resolution.

- Drive SLA compliance across operations.

Review Governance:

- Conduct call monitoring for quality assurance.

- Review user security, access control, and privilege management.





- Monitor adherence to SOPs, policies, and InfoSec standards.

- Review SEBI and internal audit observations; track NC closure.

Risk Compliance Management:

- Maintain and update the departmental risk register.

- Identify and mitigate operational and compliance risks.

- Ensure closure of non-conformities and audit findings on time.

Tools, ITSM Automation Management:

- Maintain ITSM tools and ensure operational stability.

- Identify automation opportunities to enhance process efficiency.

- Manage implementation and periodic review of automation solutions.

Performance Productivity Tracking:

- Track Key Result Areas (KRAs) and Key Performance Indicators (KPIs).

- Monitor team productivity and recommend improvements.

- Support performance reviews and continuous improvement programs.

Essential:

- Robust understanding of Project Management (PMP/Agile) frameworks

- Proficiency in Power BI / Tableau / Excel / ITSM tools

- Experience with automation and process optimization

- Knowledge of InfoSec, SEBI, and regulatory compliance frameworks

- Excellent analytical, communication, and stakeholder management skills

- Strong leadership and problem-solving abilities

- Project Management Program Management

- ITIL Certificate

- Regulatory Compliance

- ISO27001 Certificate

- Capital Market experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Lead - Service Desk / Grade ( SM / AVP ) (Mumbai)
🏢 National Securities Depository
📍 Mumbai