Information Technology Service Desk

questW; Mumbai; Vor Ort; INR 1.800.000 - 3.200.000; Vollzeit

Zusammenfassung

questW is seeking an experienced IT Service Manager to oversee the Service Desk and Front Office teams in Mumbai, India. You will drive incident management, workload distribution, and SLA adherence while aligning IT services with business priorities and end-user experience.

The role requires leadership in server, network, and cloud environments, plus governance for ISO 27001 ISMS and business continuity. You will mentor engineers and collaborate with stakeholders to deliver reliable IT services.

Qualifikationen

• Experience in managing IT service desks and front-office operations.
• Proven ability to lead engineering teams and manage incidents by business impact.
• Strong knowledge of IT security controls and ISO 27001 ISMS implementation.

Aufgaben

• Manage Service Desk and Front Office teams to meet or exceed SLAs and performance metrics.
• Oversee daily operations, prioritizing incidents and service requests based on business impact.
• Lead installation, configuration, and maintenance of server, network, and cloud environments.
• Ensure uptime and performance of IT infrastructure and optimal end-user experience.
• Develop documentation, SOPs, and technical standards; manage vendor relationships.
• Drive ISO 27001 ISMS implementation and ongoing information security practices.
• Own Business Continuity Plan with backup readiness and rapid recovery protocols.
• Mentor and coach engineers to foster a culture of technical excellence.

Kenntnisse

Active Directory & Identity Management

IT Security Tools

Jobbeschreibung

Looking for an IT service manager for a reputed automotive manufacturer

• Manage the Service Desk and Front Office teams to meet or exceed established SLAs and performance metrics.
• Actively manage a team of engineers by monitoring ticket queues, assessing workload distribution, and prioritizing incidents and service requests based on business impact.
• Oversee daily helpdesk operations to ensure that all user issues regarding hardware, software, and computing devices are responded to and resolved in a prompt,
• Provide high-level technology expertise with a heavy emphasis on maximizing the overall end-user experience and minimizing downtime.
• Ensure the entire Front Office and Service Desk team consistently meets or exceeds desired Service Level Agreements (SLAs) and operational metrics.
• Lead the installation, configuration, and maintenance of server environments, network architectures, and cloud services.
• Ensure maximum uptime and performance of IT infrastructure, focusing on end-user experience and operational efficiency.
• Accountable for the entire lifecycle of IT assets, including procurement, tagging, FAR verification, and managing infrastructure obsolescence.
• Develop and maintain comprehensive documentation, including network diagrams, SOPs, and technical standards.
• Manage relationships with hardware, software, and telco vendors, ensuring highquality support and favourable maintenance agreements.
• Lead infrastructure projects—from system upgrades to network expansions—ensuring they meet timelines and budget constraints.
• Lead the implementation and maintenance of the ISO 27001 information security management system (ISMS) to ensure international standards for data protection are met.
• Implement robust digital security measures to protect corporate and plant data from evolving threats.
• Own the Business Continuity Plan (BCP), ensuring backup line readiness and rapid recovery protocols.
• Implementing and maintaining IT security measures to protect plant data and systems. This includes conducting regular audits, risk assessments, and ensuring compliance with relevant policies and procedure.
• Partner with business leaders to translate their requirements into technical solutions and provide transparent status reporting.
• Mentor, coach, and train a team of engineers and support specialists to foster a culture of technical excellence.

Technical Skills

• Active Directory & Identity Management
• IT Security Tools

Soft Skills

• Leadership and Team Management
• Problem-solving skills
• Communication and stakeholder management