Operations Manager - End User Computing

Lenovo; Mumbai; On-site; INR 2,200,000 - 3,600,000; Full time

Job summary

Lenovo in Mumbai seeks an experienced End User Operations Manager to ensure IT services are delivered consistently to business users and customers, bridging business and IT teams to drive quality and improvements.

You will oversee Desktop, Server, Network, Asset and Telecom support, manage SLAs, change, incident and problem processes, and coordinate with stakeholders to optimize service delivery and customer satisfaction.

Qualifications

• 7–12 years of relevant experience.
• BE/B.Tech mandatory.
• Good written and verbal communication.
• This role requires a 6 days work week.

Responsibilities

• Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
• Responsible for Change, Incident, Problem, Configuration, Service Desk Release Management.
• Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms.
• User satisfaction surveys feedback and plan for deviations or corrective action.
• Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
• Ensure that service delivery takes place based on the Service level agreements.
• Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
• Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues.
• Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
• Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
• Identifying training needs and improvement needs in processes, procedures utilization.
• Prepare and Coordinate shift roasters, conduct team meetings, track analyze Performance of all the Engineers.
• Manpower backup planning to ensure right resources availability.
• Prepare document various Reports in compliance to Process and Productivity.
• Participate and conduct Internal Process Audits Process Reviews for ensuring strict adherence to the Process Parameters/Systems

Skills

Team management

ITIL/Service Management

Customer relationship

SLA management

Communication

Education

BE/B.Tech

Job description

Job Description:

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Role Description –

An End User Operations Manager is responsible for ensuring that IT services are delivered to business users and customers effectively, efficiently, and in line with agreed service levels. The role acts as a bridge between business stakeholders, customers, IT operations teams, vendors, and support functions to ensure high-quality service delivery and continuous improvement.

Job Responsibilities.

• Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
• Responsible for Change, Incident, Problem, Configuration, Service Desk Release Management.
• Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms.
• User satisfaction surveys feedback and plan for deviations or corrective action.
• Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
• Ensure that service delivery takes place based on the Service level agreements.
• Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
• Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues.
• Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
• Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
• Identifying training needs and improvement needs in processes, procedures utilization.
• Prepare and Coordinate shift roasters, conduct team meetings, track analyze Performance of all the Engineers.
• Manpower backup planning to ensure right resources availability.
• Prepare document various Reports in compliance to Process and Productivity.
• Participate and conduct Internal Process Audits Process Reviews for ensuring strict adherence to the Process Parameters/Systems

Experience / Qualification

• 7-12 years of relevant experience
• B.E/B.Tech is mandatory
• Good written and verbal communication
• This role requires a 6 days work week.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.