Max Life Insurance Company Limited | Assistant Vice President - Information Technology Services | gurugram

JOB SUMMARYPrimary Responsibilities: Leads End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place. Identify areas of focus and techniques to improve service quality and reduce the overall number of tickets. Identify opportunities to enable end-users to become more self-sufficient. Help the other IT teams identify opportunities to improve their service and reliability of systems. Establish and document policies and procedures relevant to the function.Core responsibility : End User Management, VDI, Server Virtualization, Microsoft Office 365, MS Team, Wintel, Branch Management, FMS Management, Software and Asset Management & Customer Satisfaction.To manage the IT infrastructure and Service Delivery and ensuring adequate technology support/operational support in EUS vertical.Responsible to implement IT operations and executing the delivery as per IT strategy to meet the established IT Service Metrics and quality assurance goalsEstablishes and monitor the clearly defined Key Performance Indicators for EUS.Manage and maintain IT Service Delivery through Service Level ManagementProvide Technical Leadership for EUC, VDI, Server Virtualization Wintel, MS O365, MS Team, SAM and HAMPartner with Business to understand their IT needs and discuss possibilities based on existing system capabilities and suggest realistic solutionsDevelop and maintain the partnership with cross functions to ensure the fulfillment of business requirementsManaging and delivering IT projects e.g. New IT Infra setup in branches, Infra setup during offices relocations etc with minimum schedule overruns and cost overrunsTo work on new initiatives to improve the operational efficiency through quality initiatives Review services performance with the partners & customer periodically during on-going phaseManage and Identify cost saving opportunities and drive implementationManages day-to-day internal client interaction and manages internal customer expectations.Liaison with other support units of IT and ensure that all Application and IT issues are resolved.Ensure any enhancement/up gradation needs have been identified and registered.VIP & End User support and Management.Having Good knowledge of Hardware and Software Asset Management and it complete life cycle including E-waste Management.Designing/Planning new Policies and Processes as per requirementRefining existing policies/processes by doing gap analysis & enhancing existing processManaging all IT and compliance audits for this domainComs Task Compliance is mandatoryAudit and Compliance for this domain.To ensure that processes and methodologies as specified are followed to sure effective monitoring, control and support of IT Service delivery.Analyze existing business processes to understand Business's need to improve operational efficiency by process automations/system automationsConstantly working with internal customers to identify new initiatives, needs, improvements in the IT and processes etc.Candidate should have good analytical skills in handling high severity issuesTo manage the multiple vendors to get the service delivery in Respective zone as per agreed contractual obligationsManage the compliance to Vendor contracting process (timely sign-off of contracts, etc.) in Respective zone to ensure preventing value leakage, and mitigate business interruption riskDefining and measuring OLA/SLA with internal and external clientsVendor ManagementPreparing Daily/Weekly/Monthly MIS Reports for Internal managementDaily/Weekly/Monthly reviews with multiple vendors and internal management.Measures of SuccessOn time, within cost, within scope and quality delivery of projectsReduction of tickets.SLA 99 % of Ticket Closure within defined timelinesCSAT of 95 %Audit ratings ≤ 2Key competencies/skills requiredIT Service Delivery & ManagementIT Infrastructure Availability ManagementIT Assets Lifecycle ManagementWintel, VDI, VMware, O365Collaboration tools like MS TeamsVIP SupportDigital Event Management.IT Service deskITSM tool and ProcessesProjects DeliveryVendor ManagementIT GovernanceDesired qualification and experienceCandidate must possess at least a Bachelor of Engineering/ Technology in Computer Science/ Information Technology, Diploma in Computer Science/ Engineering (Computer/ Telecommunication) or equivalent with minimum 10 to 12 years of experience. Professional certification (e.g. ITIL, PMP, Microsoft / VMware Certification)Having experience of managing more than 400+ Branch locations EUC AGG