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.