Job Description:
Job Purpose: Lead Sales zone IT service operation. Own & Manage End-user support related services and ensure End user support compliances across Zonal offices, depots & sales locations/staff.
Dimensions:
- BE/B.Tech in CS or IT related discipline
- ITIL Certificate is mandatory
- 10-12 years of experience in IT Operation.
- Partner / Vendor management experience
- Key Result Areas Supporting Actions
- Lead Zonal IT Services
- Lead Sales zone IT service operation and KPI, aligned to ITIL/ITSM standard (ISO 20001).
- Driver IT Service Excellence
- Drive the IT Service Excellence initiatives in coordination of Central
IT Handle Services:
- Own & Manage End-user support related services and ensure End user support compliances across Zonal offices, depots & sales locations/staff.
Support & Stakeholder management:
- Work closely with Central IT Infra, Security & Application counterpart and ensure quality support
- Support all Sales related applications ( e.g. DMS, SFA etc.) from end user support, education, rollout
- Coordinate with functional & business stakeholder
- Work with Infra, Telco & application partner and ensure business deliverables are met.
- Individual Contributor role with counterparts in each zone
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