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30/03 Hemantika Malhotra
Consultant at DelverveHR

Views:497 Applications:134 Rec. Actions:Recruiter Actions:121

Head - End User Support - Information Technology (6-15 yrs)

Mumbai Job Code: 908177

The role is responsible for leading the first level Digital & Core Application support delivery and SLA management to ensure optimal system performance for non-interrupted business operations. Apart from managing internal technology functions and their partner ecosystems, role demands strong interpersonal skills to ensure business deliverables.

- The role is responsible for high level of Service Delivery PAN India for Digital assets, Computers and Peripherals. Role also accounts for the IT Asset register and upkeep of all IT assets including Software Assets.

- In addition to the above role, the lead is also responsible for Finance & budget management for the IT Infrastructure and Operations function.


Roles & Responsibilities :

1. Ensure scalable and robust technologies for Digital Application and TAB Support Help Desk which caters to Sales, Advisors, business partners totalling to 70,000 + users.

2. Ensure the deployed technology is a state of art that will help answer user calls professionally in minimum time and sales team is enabled to do business efficiently & for non-interrupted business operations.

3. Play key role in onboarding of any new Digital or Core applications as well as for major releases and implementations with analysis of new issues observed post the go-live/promotions with strong events & correlations.

4. Periodic review of Digital & Application Support Help Desk and publish performance trend analysis dashboards with senior management. Regular review with stakeholders on ticket related incidents for corrective actionable by the respective stakeholder.

5. Ensure 24- 6 support to ensure seamless business operations during BAU & 24-7 during business spikes & peak business seasons.


Additional Responsibilities :

1. Define & devise parameters of the performance standards in the service level of Facilities Management.

2. Review of the MIS on daily, weekly and monthly basis to ensure TAT is maintained as per the agreed SLAs for the calls logged by the users at HO & branches thereby having better control on the process.

3. Periodic reviews with the FM & AMC vendors to ensure that the service levels are maintained as per the agreed norms.

4. Communicate monthly and quarterly SLA performance report with the senior management.

5. Devise process for tracking and managing all IT hardware, digital and software assets and ensure audit compliance

6. Ensure IT HAM & SAM inventory is updated in a timely

7. Ensure IT Asset reconciliation with BSLI Finance (FAR) team.

8. Ensure timely renewal of software licenses and publish compliance dashboards

1. Ensure procurement of IT assets as per business projections & requirements.

2. Direct the delivery timelines for different type of IT assets as per the urgency of the requirements.

3. Co-ordinate with finance team for budget availability and facilitate technical evaluations & comparisons before the procurement process is initiated.

4. Ensure procurement process is strictly adhered.

5. Co-ordinate / interact with ABG & ABC for MOU & rate contracts.

6. Ensure delivery and installation of IT assets as per defined timelines.

1. Ensure Annual Maintenance contract is renewed proactively in a timely manner.

2. Ensure cost effective negotiations before the renewal.

3. Ensure all the legal formalities are completed from BSLI & Vendor side.

4. Ensure UPS is procured as per the assets in the branch.

5. Ensure Periodic maintenance & review is conducted as per the agreement signed with the vendor.

6. Ensure support is provided to branches as per standard TAT's.

7. Ensure consumables are replaced on timely basis.

8. To evaluate vendors and sign up with the finalised vendor for managed print services (MPS) across HO and branches.

9. Ensure branches are equipped with Multi-Function Devices (MFD) to save cost on print, scan and copy.

10. Validate page count on monthly basis for HO and branches for payment process.

11. Periodic review with the vendor to ensure that the service levels are maintained as per the agreed norms.

1. Manage the IT Infra & Operations Capex and Opex budgets of, providing consumption and availability status to all team members and Senior management.

2. SPOC for all IT Infra & Operations Opex and Capex expenditures for billing, accounts, finance, Taxation & planning team.

3. Ensure Capex & Opex by optimizing the cost using new technology/ effectively utilizing existing infrastructure/ resources

4. Identify and define roles and responsibilities of sub-ordinates.

5. Assesses training needs for team members and organise skill upgradations and training programs.

6. Strategies the team to solve complex problems, by identifying underlying issues, generate and evaluate alternatives, and then communicate and implement the decision.

7. Ensure that tasks of all the team members are aligned to the team's goal every member to contribute his level best and accomplish the assigned task within the stipulated time frame.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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