Max Life Insurance - Assistant Vice President/Vice President - IT Services

Position : AVP/VP IT Services

Location : Gurgaon

Experience : 10-15 yrs

JOB SUMMARY :

Primary Responsibilities:

- Leads Service Desk and 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. Establish strong working relationships across the business and within IT.

- 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.

- This Person will be responsible for ITIL Function, Service Desk, End User Management, Branch Management, FMS Management, Software and Asset Management, Customer Satisfaction and People Management

- To manage the IT infrastructure and Service Delivery and ensuring adequate technology support/operational support in Respective zone as per business expectation

- Responsible to implement IT operations and executing the delivery as per IT strategy to meet the established IT Service Metrics and quality assurance goals

- Establishes and monitor the clearly defined Key Performance Indicators for IT Operations and service delivery

- Having good knowledge of IT Service desk operation.

- Manage and maintain IT Service Delivery through Service Level Management

- Partner with Business to understand their IT needs and discuss possibilities based on existing system capabilities and suggest realistic solutions

- Develop and maintain the partnership with cross functions in Respective zone to ensure the fulfillment of business requirements

- Managing and delivering IT projects e.g. New IT Infra setup in branches, Infra setup during offices relocations etc with minimum schedule overruns and cost overruns

- To work on new initiatives to improve the operational efficiency through quality initiatives Review services performance with the customer periodically during on-going phase

- Manage the allocated budgets and work on Identify cost saving opportunities and drive implementation

- Manages day-to-day internal client interaction and manages internal customer expectations.

- Liaoning 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.

- Candidate must have good knowledge of ITSM Tool and Processes

- Designing/Planning new Policies and Processes as per requirement

- Refining existing policies/processes by doing gap analysis & enhancing existing process

- Managing all IT and compliance audits for this domain

- Coms Task Compliance is mandatory

- Audit 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 Businesss need to improve operational efficiency by process automations/system automations

- Constantly working with internal customers to identify new initiatives, needs, improvements in the IT and processes etc.

- To Manage IT Service desk & SD Operations

- To Ensure IT Service desk meeting its MOS/KPIs i.e. SLAs, Ticket Handling Time, Compliance/Quality, FCR, Abandoned Call Rate, CSAT, Documentations etc.

- Candidate should have experience to manage and coordinate among multiple application production, Infra and Network teams.

- Candidate should have good analytical skills in handling high severity issues

- To manage the multiple vendors to get the service delivery in Respective zone as per agreed contractual obligations

- Manage the compliance to Vendor contracting process (timely sign-off of contracts, etc.) in Respective zone to ensure preventing value leakage, and mitigate business interruption risk

- Defining and measuring OLA/SLA with internal and external clients

- Vendor Management

- Preparing Daily/Weekly/Monthly MIS Reports for Internal management

- Daily/Weekly/Monthly reviews with multiple vendors and internal management.