Responsibilities: Managing the IT operations for the team, including hiring, training, coaching, and performance evaluation.Defining and implementing the IT operations strategy, policies, procedures, and best practices. Managing the Helpdesk and Desktop teams, overseeing IT support and services for end-users and devices. Both teams are responsible for implementing and maintaining Azure Microsoft Entra ID, Azure Virtual Desktop services, Microsoft Intune admin center, VDI provisioning and deprovisioning, device management, and patch deployment through ManageEngine tool. Responsible for ServiceNow catalog changes, including participation in weekly Scrum calls with the ServiceNow Architect, Developers, and Scrum Master. Also accountable for testing and implementing ServiceNow catalog changes. Involved in weekly security Governance calls with the Information Security team, ensuring IT operations compliance with organizational policies and standards.  Conducting due diligence audit on Microsoft licenses usage and optimizing the allocation of resources and licenses. Actively involved in Monthly Governance call with stakeholders to evaluate the team performance and the current project activities, process reengineering if required, review on action plans. Managing the IT infrastructure and applications to make sure they are accessible, dependable, scalable, and secure, working with the Azure support team and Microsoft account team for any problems or escalations. Establishing and maintaining the IT operations documentation, such as service level agreements, operational level agreements, incident management plans and disaster recovery plans. Planning and executing the IT operations projects, such as migrations, upgrades, integrations, deployments and ensure the alignment with the business objectives and requirements.

Responsibilities:* Performing remote support where customer network access is available which allows the team to remotely diagnose, configure, monitor, manage, update and interface with deployed technology (Management Server/ASAP). * Responsible and Acted as the central communication point for major incidents - all Priority 1 issues and Priority 2 issues as required. Prioritizing major incidents based on business impact to the client * Maintaining and updating applicable documents involving case documentation & software activation website documents for RMC Fleet Engineers and Customer/Device configuration. * Planning, coordinate and control the restoration of complex and high impact system problems that occur within the production environment. * Engaging in updating management server installed applications, supporting other core roles in the field and engaging with customers building rapport, trust and network advice where Account Delivery Managers are not assigned. Exposure to Project management, Client Management, Stakeholder Management, escalation handling.* Evaluating and managing the Service Level Performance procedure, Service Level agreement recovery.* Ensuring that all client deliverables are met within timelines and with a high level of quality and also the creation of a resolution plan for P1 & P2 incidents in major incident management.* Interfacing with the Incident, Problem and Change Management processes to assure that Service Levels Agreement objectives are met, exposure in handling onsite escalation.* Providing technology solution and delivery capability for the team in coordination with senior stakeholders across technology & business. * Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool.* Quantifying Business impact analysis on weekly basis for review to the Project service owner, stakeholders.

* Experience in troubleshooting in a technical environment. Ticketing tools: ServiceNow* Excellent problem solving skills. Expertise in Service Management, ITIL exposure, SNOW tool experience.* Good knowledge and experience in using IT Service Management methodologies including ITIL, business process re-engineering and quality management initiatives.* Advanced proficiency with case management databases and tools.* Seniority and proven experience on the area of service management.* Excellent customer services skills with the ability to work in a virtual team environment. * Excellent presentation skills, verbal and written communication skills and facilitation skills.* Administration of direct access infrastructure during the contract run phase.* Skilled in effective planning, execution, monitoring and controlling of the project activities.* Proactive knowledge in applying ITIL processes and principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels.* Exposure in structuring, implementing and improving IT services processes.* Handled a team of new joiners. Providing process training and feedback, monitoring incidents, performing backlog analysis. Tracking KPI and SLA’s for the team to achieve the target. Leadership experience in leading technical teams. Experience in working and partnering with senior business stakeholders in technical environment.