Lead end-user operations for large enterprise accounts, driving operational excellence, managing support teams, ensuring compliance, and delivering user experience.
JOB DESCRIPTION:
Job Title: Senior Manager IS OPS
Experience: 10–15 years
Location: Mumbai
Reporting: Director IT Operation and Infrastructure
Role Overview:
We are seeking an experienced professional to lead end-user operations for large enterprise accounts. The ideal candidate will drive operational excellence, manage diverse support teams, and ensure compliance with organizational standards while delivering exceptional user experience.
Key Responsibilities:
- Operational Excellence:
- Oversee incident management, service requests, and white-glove support for senior stakeholders.
- Managing NPS, MTTR, User awareness, Ticket ageing
- Manage large teams across End User Support, Service Desk, Field Support, and Manufacturing Site Support.
- Ensure smooth onboarding and offboarding processes.
- Asset Management:
- Manage lifecycle of 15,000–20,000 assets including procurement, tracking, and disposal.
- Implement e-waste processes and ensure asset reconciliation with financial books of accounts.
- Audit & Compliance:
- Ensure adherence to internal and external compliance standards.
- Prepare for and manage audits effectively.
- Project Management:
- Lead and deliver IT projects within scope, time, and budget.
- Drive process improvements and automation initiatives.
- Budget Management:
- Forecast and track monthly budgets, monitor planned vs. actuals, and manage LBE (Latest Best Estimate).
- Reporting & Documentation:
- Create detailed reports and presentations using Excel and PowerPoint.
- Knowledge pertaining to Data center management if candidate is having will have more weightage
- Certifications: ITIL, Six Sigma, ISO, PMP, Prince2, Agile (any combination preferred).
- Strong command of English (verbal and written).
- Advanced proficiency in MS Excel and PowerPoint.
- Onsite experience in managing large enterprise accounts is highly desirable.
Key Skills:
- Leadership and team management.
- Incident and service request management.
- Asset lifecycle and compliance expertise.
- Budgeting and financial tracking.
- Excellent communication and stakeholder management.
The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.
JOB FAMILY:IT Services & Solutions Delivery
DIVISION:BTS Business Technology Services
LOCATION:India > Mumbai : BKC Building
ADDITIONAL LOCATIONS:
WORK SHIFT:Standard
TRAVEL:Yes, 10 % of the Time
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Top Skills
Agile
Iso
Itil
Excel
Ms Powerpoint
Pmp
Prince2
Six Sigma
Abbott Mumbai, Maharashtra, IND Office
16th Godrej BKC Plot C, Bandra Kurla Complex, Bandra East, एवेन्यू 3, G Block BKC, Bandra East, Mumbai, Maharashtra, India, 400051
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