Location Manager - It Service Support And Operations
• Location management• People management – Managing around 100 resources (Around 60 direct reports). Taking care of their day to day operations, work assignments, appraisals etc• Talent Management for the dept. organization wide and taking care of the training and talent management need of around 1500 resources across the location. New joinee’s talent management programs such as training for the fresh joiners and buddy management program for both fresh joiners and laterals org. wide for the dept• Staffing• Service delivery mgmt, incident management, capacity planning• Oversee end-user services, help desk and technical support services• Escalation Support• Anchoring Business Continuity Management System for Mysore DC, monitoring and coordinating on various systems related and closely working with business enabler functions like Finance, HRD, Finance, Physical security, Facilities & delivery teams to ensure proactive measurements and arrangements are taken during crisis to handle it. Leading the crisis mgmt team and ensure right actions are being taken during emergencies and ensure the customer deliveries are not affected by providing minimum required arrangements during crisis and ensure critical deliveries are being delivered customers• Review and analyze the effectiveness and efficiency of end-user services and keeping the SLA• Participate in the development and implementation of IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provisioning• Establish IT Standards as they relate to Infrastructure; enforce IT and organizational standards• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities• Mentor direct reports, dotted line reportees, consultants• Managing L2, L1 teams• Audit support for process, quality & security (Internal & external), Customer visits.
