Responsible for leading end-to-end IT support delivery, overseeing workplace infrastructure, SLA adherence and driving operational excellence at the Surat location.

End User Support & Escalation Management
• Serve as the L3/L4 escalation point for complex desktop, laptop, mobile, and peripheral issues unresolved at L1/L2.

• Lead troubleshooting of Windows, Microsoft 365, Teams, Outlook, VPN, and enterprise application incidents.

• Ensure SLA compliance and drive continuous improvement in ticket resolution metrics via ITSM tools (ServiceNow).

• Champion end-user satisfaction through proactive communication and service improvement initiatives.

Modern Workplace & Device Management
• Lead device provisioning, configuration, and lifecycle management using Microsoft Intune, Endpoint Manager, and Autopilot.

• Own patch management, software deployment pipelines, compliance policies, and endpoint security enforcement.

IT Infrastructure & Site Operations
• Act as the primary IT point of contact for the Surat office, managing in office infrastructure including Datacenter,



network cabling, servers, AV systems, and meeting room technology.

• Support facilities and workplace teams for all IT requirements related to office expansions, moves, or refurbishments.

IT Asset Lifecycle Management
• Own end-to-end tracking of IT assets across the Surat location from procurement to disposal.

• Maintain accurate asset inventory and enforce policies for onboarding, offboarding, and asset refresh cycles.

• Lead periodic audits and ensure compliance with asset management and data security standards.

Procurement & Commercials
• Lead IT hardware and software procurement activities for Surat in coordination with vendors and the central procurement team.

• Maintain accurate procurement records and support audit and compliance reviews.

Vendor & Contract Management
• Own vendor relationships for Surat-based IT service providers, maintaining SLAs, escalation matrices, and contract renewal

📌 Senior Associate – Service Delivery (Surat)
🏢 GIA (Gemological Institute of America)
📍 Surat