Role Description
Manager – End User support
MainResponsibilities:
Responsible for End user support management across all the branches of Bank.
Responsibilities are related to provide support, guidance and closely work with the End user and Asset Management team
Responsible to manage End User services, Tools & Mobility support and services , Helpdesk operation, Branch Network support ,Asset management & EUS Security & compliance
Expertise and exposure to manage the MDM (Mobile device management) , BYOD Device management , End point Kiosk MDM Deployment and Mobility
Expertise and domain knowledge of end user Tools , Platform and Technology Such as (AV , EDR , VC, Encryption , end point Backup , Security tool etc)
Manage the End to end IT Services for Key user of Bank management team along with other senior Business Heads.
Experience for implementation of new Project for up gradation of Desktop/Laptop/Hand handled devices, network setup and new tool deployment
Handling skill of Asset Management activities – Asset Life cycle Management, New Asset Acquisition, Asset Maintenance, Asset Administration, Asset End of Life activities, Financial Asset Management Administration, Asset Record and Data Loads, Quality Assurance, Delivery Excellence, Asset Tracking Administration, Responsible for All IT Asset management across all the branches , DC and DR of bank
Skill to manage the team of large members across all the locations. (100+ engineers, Team lead and Ops Manager)
Expertise to manage the Banking & MFI sector branch operation & IT services.
Monitor , Review and manage service delivery performance of Subcontractor/third party & OEM.
Serves as a single point of contact to for End user service delivery for all Service lines/platforms
Expertise to manage large scale setup more than 700+ branch operation including End user support, Business operation, Asset management, email support and branch network support
Expertise and domain knowledge of Asset management Tools , Platform and Technology Such as ( Asset tool, Helpdesk tool , CMDB and Inventory Management)
Experience to manage more than 50000+ IT assets
Skill to Manage Vendors, OEM and partners supporting the IT environment
Performance of timely asset data updates to maintain accuracy of database repository(ies)
Identifying possible asset discrepancies and managing discrepancy resolution process to closure
Participate with and assist in internal and external meetings related to EUS and
Review Daily/Weekly/Monthly Operational or other Delivery Related Reports.
Check Daily Incident Trend, Backlogs and Incident or Service Request SLA Misses..
Provide leadership and direction to the End user Delivery teams across all Technical Support Group.
Ensures Compliance to all Business Controls compliance
Strong Incident management and Service management skills.
Ensure that Contract SLA.'s/SLO's are met or exceeded
Required Technical and Professional Expertise
Strong End user support and IT asset handling Skills
Strong Communication (Oral and Written)
Ability to work in a multi-task environment
Preferred Technical and Professional Experience
Experience in EUS support
Experience in IT Asset Services
ITIL V3 certification