IT Service Delivery Manager

Areas of Responsibility

· Provide support for key IT infrastructure initiatives (management and technology roll out) and related IT operation projects

· Should be well versed with Cloud technologies (preferably Office 365 suite), Line of Business (LOB) Applications, Active Directory, MS-Exchange & Service Desk model

· Provides direct support to VIP users on Microsoft Windows Platform & Apple MAC /iCloud (must to have hands on experience)

· Will provide basic level support on in house applications and if required will work with the Appl LOB team, Server and Network teams for the resolution

· Act as an escalation Lead or Subject Matter Expert for in house L1 / L2 technical teams to resolve peculiar technical issues specific to Windows and Cloud and internally with Infra, Network, Production and Editorial during critical shifts

· Will liaison with vendors, OEMs, Service Integrators and Subject Matter Experts for escalated calls

· Provides executive/VIP support / shareholder support in business or non-business hours as per request (on site / off location)

· Will be responsible for end to end call closure as per client satisfaction.

· Drive Technology adoption and employee readiness on latest technologies (end user space) by delivering them productivity sessions on deployed tools and technologies

· Support Build, Install, Move, Add, and Change (BIMAC) Services

Follow BCCL and TGIT standards, procedures and security policies and ensures predefined support metrics including configuration compliance %, SLA, client satisfaction can be met.