Lead - IT Operations & Service Delivery

Key Responsibilities:

Service Delivery & ITSM Process

• Run the IT Service Desk and desk-side support operation for Bangalore and Coimbatore with shift coverage aligned to business hours.


• Own the execution of incident, request, change and problem management in ManageEngine ServiceDesk Plus – correct logging, categorisation, prioritisation and closure; queues, backlog, ageing, SLA adherence and customer satisfaction managed daily.


• Represent IT Operations in the Change Advisory Board; run problem management with RCA and corrective actions; maintain the knowledge base, SOPs and user guides and drive self-service.

Major Incident Management

• Act as Major Incident Manager: open and run the MI bridge, coordinate technical teams and vendors, maintain the timeline, drive restoration and own stakeholder communication and escalation to the Director – IT Infrastructure and senior leadership.


• Lead post-incident reviews, publish incident reports and track follow-up actions to closure.

IT Asset Lifecycle Management

• Own the end-to-end lifecycle of end-user IT assets (laptops, desktops, monitors, peripherals, printers, mobile devices, meeting-room AV): request, procurement, tagging, allocation, moves, repairs, warranty and AMC, returns, secure wipe and certified disposal.


• Maintain an accurate asset register and CMDB in the ITSM asset module; reconcile against Intune, Entra ID and procurement records; run periodic physical audits and resolve discrepancies.


• Manage spares and stock, warranty and AMC expiry and end-user software licence tracking; provide refresh forecasts to the Director – IT Infrastructure.

User Lifecycle, Office IT & Vendors

• Own the joiner / mover / leaver process: device provisioning via Autopilot, access requests through the approved workflow, account and access removal on exit, asset recovery.


• Coordinate office IT with Facilities and vendors (meeting rooms and Microsoft Teams Rooms, printing, network links and ISP escalations, UPS) and manage vendor and AMC relationships – SLAs, quotes, invoices, renewals.

Patch, Vulnerability & Security Operations

• Drive patch compliance from the operations side: chase non-compliant, offline and long-unrebooted devices from Intune / Autopatch reports, schedule maintenance windows with the business, log and track exceptions.


• Coordinate remediation of vulnerabilities on end-user and office IT assets within SLA with End User Engineering, Security and vendors, including firmware currency through AMCs; track to verified closure.


• Run day-to-day security hygiene (Defender and encryption gaps, unmanaged or non-compliant devices, unauthorised software, lost or stolen device process, removable media) and act as operational point of contact for security incidents – triage, isolation, user communication, evidence.

Governance, Reporting & Team Leadership

• Produce weekly and monthly operational reports (ticket volumes, SLA performance, backlog and ageing, major incidents, asset status, procurement pipeline) and a monthly patch and security compliance report (patch compliance, open vulnerabilities by severity and ageing, encryption and Defender coverage, non-compliant devices).


• Maintain operational evidence for ISO 27001, SOC 2 and HIPAA audits (asset registers, disposal, access request and removal, incident and change records) and enforce IT policies on the floor with Information Security.


• Lead, mentor and manage the service desk and desk-side engineers across Bangalore and Coimbatore: rosters and shift planning, performance reviews, skill development and clear accountability for ticket ownership and user communication.

Qualifications:

The following requirements are representative of the knowledge, skills, and/or ability required to perform this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the duties.

Required:

• Bachelor's degree in Engineering, Computer Science, Information Technology or a related field (B.E./B.Tech preferred).


• 8–10 years in IT operations, service desk or end-user support, including 2–3 years leading a support team.


• Hands-on experience running ITSM processes in an enterprise tool (ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management or similar): queue management, SLA configuration and reporting.


• Proven experience as Major Incident Manager – running bridges, coordinating technical teams and vendors, communicating with senior stakeholders under pressure.


• Demonstrated ownership of IT asset lifecycle management (asset register / CMDB accuracy, physical audits, warranty and AMC tracking, secure disposal) and of hardware vendor, AMC and procurement coordination.


• Working knowledge of Windows 11, Microsoft 365, Intune / Autopilot and Entra ID from a support perspective, and of patch and vulnerability management from the operations side (reading Intune / Autopatch and vulnerability reports, chasing remediation, exceptions, compliance reporting).


• Excellent English communication with stakeholders at all levels; strong documentation and reporting discipline.


• Work from office; shifts with a 24×7 support roster; travel between Bangalore and Coimbatore when required.

Preferred (Good to Have):

• Working knowledge of server administration and troubleshooting (Windows Server, Active Directory, DNS / DHCP, Group Policy, virtualisation basics) for first-level diagnosis and coordination with the engineering team.


• Working knowledge of networking (LAN / WAN, VLANs, Wi-Fi, firewall and ISP troubleshooting basics) to isolate site connectivity issues and coordinate with network vendors; familiarity with raising identity and access changes through a code-based (Terraform / Git) change workflow.


• ManageEngine ServiceDesk Plus administration; Azure Virtual Desktop and Microsoft Teams Rooms support exposure; ISO 27001 / SOC 2 / HIPAA audit evidence experience; healthcare, BPO or other 24×7 regulated operation.

Preferred Certifications (Good to Have):

ITIL 4 Foundation (required) or higher; Microsoft MD-102 or MS-900; ManageEngine ServiceDesk Plus; CompTIA Network+ / Server+ or CCNA; IAITAM CAMP/CHAMP or equivalent.