Join Tata AIA Life Insurance, a leading and fastest-growing life insurance provider in India, established in 2001 as a joint venture between Tata Sons Pvt. Ltd. and AIA Group Ltd. Our company embodies a legacy of trust, integrity, and excellence, combining Tata's esteemed leadership with AIA's extensive pan-Asian expertise. At Tata AIA, our vision is to be the pre-eminent protection provider enabling dreams and inspiring healthier, happier lives.

We foster a culture of innovation, inclusivity, and continuous learning, offering dynamic career growth opportunities and a supportive work environment. Recognized as a "Outstanding Place to Work" and recipient of the Kincentric Best Employer Award, we are committed to employee satisfaction and holistic well-being. Our core value, "People - Our Core," emphasizes our dedication to inspiring our employees to be and deliver their very best. Our aim is to attract, hire and develop highly capable leaders who are just, fair, ethical, and accountable for their actions. We strive to provide our employees with the right training, technology, equipment, resources, and guidance to perform their job effectively. Our promise to you is to provide for a diverse, equitable, and inclusive work environment, where each employee is valued as an individual and treated with respect, care, and compassion.

Fuel your future with us, find your wings, and . – Shape opportunities, Optimize your potential, Accomplish meaningful work, and Reap holistic growth.

A.Position Overview

Position Title

Senior Manager – Enterprise Computing (EUS Support)

Department

TDA-BSG (IT)

Level/ Band

SM/501

B.Organizational Relationships

Reports To

AVP – Head of Enterprise Computing

Supervises

Cloud operation teams, Dev Ops team and other cross functional project teams

Job Dimensions

Geographic Area Covered

Pan India

Stakeholders Internal

All Departments

Stakeholders External

Cloud partners, Implementation Partners, IRDA, Security

Role Purpose:

The person will be responsible for managing and ensuring smooth IT operations across the assigned zone/region. The role will oversee end-user support, service desk operations, access management, stakeholder engagement,



incident escalation handling, governance, and operational excellence to ensure high availability and business continuity of IT services

C.Key Result Areas

§Can speak local language

§Good people management

§Technical skills required for EUS support and specifically for engineering team support

1.Zone IT Operations Management

·Manage end-to-end IT operations across the assigned zone/region.

·Ensure uptime, stability, and performance of IT infrastructure, applications, networks, and end-user computing.

·Drive operational efficiency and adherence to IT policies, standards, and SLAs.

·Coordinate with central IT teams, vendors, and local business units for seamless operations.

·Monitor operational KPIs and ensure timely resolution of issues.

2.Service Desk Management

·Lead and govern central service desk operations.

·Ensure timely incident logging, tracking, resolution, and closure within defined SLAs.

·Improve user experience through proactive support and continuous process improvement.

·Analyze ticket trends and implement preventive measures to reduce recurring incidents.

·Ensure proper escalation matrix and ticket prioritization mechanisms are followed.

3.Access Management & IT Governance

·Oversee user access provisioning, modification, and de-provisioning processes.

·Ensure compliance with information security policies and audit requirements.

·Conduct periodic access reviews and entitlement validations.

·Maintain governance around privileged access management and segregation of duties.

·Coordinate with Info Sec and compliance teams during audits and reviews.

4.Stakeholder Management

·Act as the primary IT point of contact for zonal business stakeholders.

·Build strong relationships with business leaders and understand operational needs.





·Ensure alignment between business expectations and IT service delivery.

·Provide regular operational updates, service reports, and improvement plans to stakeholders.

5.Escalation & Incident Management

·Manage critical incidents and ensure timely resolution of high-priority issues.

·Handle executive and business escalations with ownership and accountability.

·Conduct RCA (Root Cause Analysis) for major incidents and drive corrective/preventive actions.

·Coordinate with cross-functional IT teams and external vendors during outages and crisis situations.

6.Team & Vendor Management

·Lead and mentor zonal IT support teams.

·Monitor team productivity, performance, and capability development.

·Manage third-party vendors and ensure adherence to contractual SLAs and deliverables.

·Drive a culture of accountability, customer focus, and operational excellence.

Skills Required

Technical

·Strong understanding of IT Operations, Service Management, and ITIL processes

·Expertise in Service Desk and Incident Management

·Experience in Access Management and IT Governance

·Strong stakeholder and vendor management skills

·Excellent communication and escalation handling capabilities

·Analytical problem-solving and decision-making skills

·Ability to manage geographically distributed teams

·Experience in SLA/KPI management and reporting

Behavioral

Essential

Desired

Interpersonal skills

·

Communication skills

·

Creative thinking skills

·

Supervising/Leadership skills

·

Teamwork Skills

·

Influencing skills

·

Relationship Building skills

·

Decision making skills

·

Incumbent Characteristics

Essential

Desired

Qualification

·Bachelor’s degree in Engineering/Computer Science / Information Technology

·MBA or relevant management qualification preferred

·ITIL Certification preferred

Certifications in ITSM, IT Operations, or Information

Security are an advantage

Experience

·10–15+ years of experience in IT Operations / Infrastructure Support / Service Management

·Minimum 4–5 years in a leadership or managerial role

·Experience handling multi-location or zonal IT operations preferred

📌 Senior Manager - Enterprise Computing (India)
🏢 TATA AIA LIFE INSURANCE
📍 India