JOB ROLE

- Maintain high performing service support functions including
- IT service desk and service management
- Desktop support
- Branch Infrastructure Support
- VC /Audio/visual support
- End user Security compliance
- End user Asset, branch network , end user licenses Procurement
- Service desk Platform support and enhancements
- Managed Printing Services delivery
- New Branch Rollout
- IT PO to Payment processing and IT budget management for end user support function.
- IT Asset Management (Hardware/Software),HAM , SAM , ITAM
- Endpoint software, licensing and security compliance Management
- Vendor Evaluation/Management
- IT end-user support process Automation-evaluation and implementation
- CTI infrastructure -support
- Active directory and Access Management for business applications

KEY RESPONSIBILITIES

- Provides supervision to the team members of the IT Service Desk team, ensuring that appropriate skilled resources are in place to meet required service levels..
- Provides ITIL Service disciplines, covering Incident, Problem and Change Management
- Maintaining and improving critical service management functions (incident, request, change, problem and escalation), ensuring high levels of performance, timely and accurate reporting and service improvement activities
- Deliver and develop a highly functional reporting and monitoring regime that demonstrates issues and opportunities and drives corrective actions.
- Manage IT helpdesk Support for Critcal centre and PAN India users,Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Manage escalations and take it to logical conclusion,
- Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans
- Manage the IT audits and closure of the audit points




- Manage Antivirus ,software & Patch compliance with 100% accuracy
- Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery.
- Plan and implement upgrades needed to maintain service levels. ·
- Develop and lead the replacement of infrastructure at end of life
- Asset Reconciliation (Hardware/Software)
- Timely vendor billing reconciliation payment release.
- Understand the process gaps and look for improvement areas
- Set processes / Policies for improvement on Security, efficiency ,time, SLA, cost
- Interact with Vendors on regular intervals by means of weekly/monthly review for ensuring service quality
- Follow good practices on Configuration and Change Management, Incident and Problem Management. SLA metrics and Escalations to Manage Service
- Initiate internal Customer satisfaction survey to gauge the service quality
- Prepare monthly dashboard for higher management with low lights / High lights
- Identifies opportunities to simplify IT Service Desk operations through continuous improvement initiatives.
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
- Ensure security targets are being met through productive and effective patching and updates. Demonstrate compliance through effective reporting.
- Develop and maintain a service improvement culture, focused on continual improvement through reporting and measurement
- Branch network monitoring , rollout , project management




- Supporting CTI SaaS platform ,ensuring TRAI compliance.
- Provide occasional out of hours support.

SKILLS/COMPETENCIES REQUIRED

- Engineering or computer Science degree or equivalent
- ITIL certification
- 12 to 15 years experience of which 4 to 5 years handling end-user support for large customer or organization
- Should have Built highly functional teams and lead through example.
- Should be able to Retain, recruit, mentor, set targets, assess and develop staff.
- Experience in managing End user service support migration from one vendor to another.
- Experience in handling IT budgets , procurement
- Be an ambassador for IT, working across the business to provide effective communication on IT end user support, building relationships with other teams to ensure effective dialogue between departments
- Demonstrate a passion for service management and improvement
- Experienced professional with a proven track record in a high performing and challenging large-scale environment, managing multiple and diverse teams , preferably in BFSI domain.
- Demonstrable experience in service improvement
- ITIL qualified with expert knowledge of ITIL disciplines
- Experience of managing 3rd parties and 3rd party delivered services
- Excellent leadership and people management skills
- Excellent written and verbal communication skills
- Willingness to support and mentor junior staff
- Excellent customer facing/customer service skills
- Able to work under pressure and meet deadlines
- Able to manage sensitive and sometimes confidential information
- Self-motivation and able to take responsibility
- Able to manage and prioritise and tasks and time efficiently
- Able to demonstrate initiative and a proactive approach to daily tasks
- Good understanding of End point IT security, backup and Data protection/Encryption

📌 Assistant Vice President - IT Infrastructure (Mumbai)
🏢 HDB Financial Services
📍 Mumbai