Head / Director / VP / GM - Infrastructure Support - Female Candidates

Job Description : 

- The position will manage the teams responsible for end user services. The desktop Support manager role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal IT infrastructure performance. 

- The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance, VIP servicing and support for management events -where required.

Requirements : 

- Strong understanding and working knowledge of Technology support components like End user support, Helpdesk, Networking, Server and Virtualization technologies

- 20+ years real world experience managing or supporting in the IT industry with relevant certifications and degrees

- Demonstrated ability to identify and drive operational and process improvements

- Strong presentation skills are required, as this position will closely interact with the Clients, customers, and various levels of management.

- Proven track record of successful people and vendor management

- Strong ability to foster teamwork within a collaborative culture

- Excellent leadership and mentoring abilities.

- Must possess a strong ability to multitask simultaneous management and team escalations.

- Strong verbal and written communication skills are required

Education : 

- BE / B Tech (Technical 4 year degree)

University Degree

- Certifications If Any

Mandatory skills : 

- Collaborative approach ability to work well with others and communicating effectively

- Problem solving strengths ability to deal effectively with problems or questions posed by our clients sometimes this will involve understanding their systems and processes as well as our suppliers and data in order to find solutions

- Good organizational and planning skills, with attention to detail

- Ability to coordinate and execute multiple tasks within a fast paced environment

- Strong organizational and time management skills required

- Must be a self-starter and able to work with a minimum of supervision

Desired skills : 

- Financial services experience preferred. Relentless sense of urgency, strong intellectual horsepower. Build and establishes credibility and value-add with the business and is respected in both business and Technology organization.

- Preferably Microsoft Certified Professional and ITIL

- Advanced Excel

Responsibilities : 

- Managing the relationship with business leaders at site to understand their business strategy and business requirements to help them deliver the same

- Leading and managing the activities of skilled Technical Support Engineers front line team in a technical support environment

- Manage the VDI operational teams and systems for availability, patches and service offerings

- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

- Provide technology expertise and thought leadership with an emphasis on desktop & VDI technologies (Windows Operating System, Baseline productivity software, Security configurations, Backend infra to manage the desktop deployment, software packaging / deployment), and operational excellence

- Assist with identifying, developing, and leading innovation initiatives. This will include involvement in technology improvement and deployment, researching new technologies and/or new applications of existing technologies that deliver new capabilities/value to the business

- Respond to email received in group mailbox and provide real time resolution

- Refine and maintain policies, standards, processes, systems, and measurements that enable the organization to achieve operational SLAs with respect to service performance, availability, security, risk, and compliance

- Planning and undertaking scheduled maintenance upgrades

- Responding to system and site outages

- Responsible to coordinate with other TSMs and core Infrastructure team for seamless delivery and best practice sharing

- Prepare weekly/monthly status reports and management presentations

- Manage vendor and customer relationships associated with areas of responsibility

- Responsible for Capacity planning, Asset governance and Inventory at site

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