JOB DESCRIPTION:

Job Title: Senior Manager IS OPSExperience: 10–15 years
Location: Mumbai

**Reporting: **Director IT Operation and Infrastructure

Role Overview: We are seeking an experienced professional to lead end-user operations for large enterprise accounts. The ideal candidate will drive operational excellence, manage diverse support teams, and ensure compliance with organizational standards while delivering exceptional user experience.

Key Responsibilities:-Operational Excellence:

• Oversee incident management, service requests, and white-glove support for senior stakeholders.

• Managing NPS, MTTR, User awareness, Ticket ageing

• Manage large teams across End User Support, Service Desk, Field Support, and Manufacturing Site Support.

• Ensure smooth onboarding and offboarding processes.

• Asset Management:- Manage lifecycle of 15,000–20,000 assets including procurement, tracking, and disposal.

• Implement e-waste processes and ensure asset reconciliation with financial books of accounts.

• Audit & Compliance:- Ensure adherence to internal and external compliance standards.

• Prepare for and manage audits effectively.

• Project Management:- Lead and deliver IT projects within scope, time, and budget.

• Drive process improvements and automation initiatives.

• Budget Management:- Forecast and track monthly budgets, monitor planned vs. actuals, and manage LBE (Latest Best Estimate).

• Reporting & Documentation:- Create detailed reports and presentations using Excel and PowerPoint.

• Knowledge pertaining to Data center management if candidate is having will have more weightage

• Certifications: ITIL, Six Sigma, ISO, PMP, Prince2, Agile (any combination preferred).

• Strong command of English (verbal and written).

• Advanced proficiency in MS Excel and PowerPoint.

• Onsite experience in managing large enterprise accounts is highly desirable.

Key Skills:

• Leadership and team management.
• Incident and service request management.
• Asset lifecycle and compliance expertise.
• Budgeting and financial tracking.
• Excellent communication and stakeholder management.

The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.

JOB FAMILY:

IT Services & Solutions Delivery:

DIVISION:

BTS Business Technology Services:

LOCATION:

India > Mumbai : BKC Building

ADDITIONAL LOCATIONS: ##WORK SHIFT:
Standard

TRAVEL:

Yes, 10 % of the Time

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)