Associate Delivery Manager - Enterprise Network

Location Name: Pune Corporate Office - Mantri
Job Purpose
We are looking for Manager in IT Infrastructure End user team who is proficient in handling the IT Support MD / CMD office and CXO users.
Duties And Responsibilities
Day to day IT support operation at CMD dedicated floor / MD office
Manage key vendor and team relationships to ensure consistent performance against established service level agreements.
Develop effective Service delivery framework.
Monthly Reporting & Reviews with Service Provider
Ensure clear-cut and timely communication to all stake holders.
Manage the team to Deliver VIP customer experience to the highest standards, aligned to the company values, and actively contribute to the smooth running of the IT processes and procedures at the Dedicated Management floor.
Lead and ensure Team should Provide day-to-day support on a variety of technology issues covering problem isolation and resolution of all VIP user IT related matters.
Strictly follow BFL defined policy and framework.
Closely work with business, Admin, Internal IT team for faster resolution.
Work closely with other IT managers to address ongoing operational needs.
Work with outsourced service delivery partner to ensure strict Project timelines.
Responsible for the installation, operations & IT management to meet agreed business needs & service levels.
Implement standardized processes and innovative service delivery mechanisms to enable continuous service improvements within the IT End User Services
Ensure continuous availability of service in the following key areas: Desktop Management Services, Desk-side Support, End-user computing support tools and the Assessment and rollout of new Projects.
Manage key vendor and team relationships to ensure consistent performance against established service level agreements.
Excellent Communication and Leadership Skills
Scheduled MIS reports to required stake holders on progress of rollout.
Foresee the issues in EUSS operation and act to minimize the impact on timeline.
Flexible to handle multiple task / projects at same time.
Ensure and maintain IT operations transparency
Oversee upgrades and installation, patching
Supporting your peer IT community in managing outages and communicate with Service Management to evolve services and address issues
Responsibilities
Day to Day IT Support to CMD office, MD office, CXO dedicated floor
Upkeep of critical devices,
Proactive monitoring / testing of AV devices to ensure smooth meeting experience.
Hardware and software compliance.
Asset management
Maintain deviation approvals.
Meet the audit requirements.
Escalation management
Budget tracking, updates
Creates dashboards and reports and provides visibility on key aspects of operation.
Attend the meeting with business, Admin team. Understand the requirement, challenged and act on it.
Find the ways to improve the quality and reduce the timeline of operation.
Required Qualifications And Experience
Engineering graduate with more than 5 years s experience
Track record of VIP support minimum more than 5 years of support experience
Hands-on experience with Windows/Mac OS environments
Customer-oriented attitude & Excellent customer service skills in person or over the phone in supporting Senior Management at VP / Chief Executive level.
Manage the team to Deliver VIP customer experience to the highest standards, aligned to the company values, and actively contribute to the smooth running of the IT processes and procedures at the Dedicated Management flow.
Lead and ensure Team should Provide day-to-day support on a variety of technology issues covering problem isolation and resolution of all VIP user IT related matters.
Responsible for the installation, operations & IT management to meet agreed business needs & service levels.
Logging of requests, support calls and escalating where appropriate into the Service Management tool
Yearly Contract assignment for the management dedicated floor
Able to provide standby support (via call) for after office hours including Sat Sun and Public Holiday for Top Management
Knowledge of scripting, automation will be an added advantage.
Intermediate knowledge of server, group policy, Mac, network topology is must.
More than 3 years in managerial role handling EUSS operation on mass scale.
Strong problem solving and project management skill.
Sound knowledge of network link, desktop, printer, Asset management is must.
Excellent Communication and Leadership Skill.
Knowledge budget will be added advantage.
IT audit

Work arrangement
No