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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage a team of 14 IT Engineers supporting global service desk operations including client security, user access management, and 24/7 on-call support across Pune and Mumbai offices.
Own IT ticketing workflows (Jira and JSM), ensuring timely resolution and maintaining high service quality standards as key escalation point for complex issues and major incidents.
Manage local IT assets, vendor relationships, service contracts, and continuously improve operational routines aligned with global IT Office Operations strategy.
Minimum Requirements
8-14 years of overall experience in IT Office Operations.
Minimum 3 years of line management or leadership experience within IT is mandatory.
Experience with IT support/service desk management, including tracking metrics and managing ticketing workflows (Jira and JSM).
Fluent English communication skills; global experience preferred but not mandatory.
Ideal Candidate Profile
Experienced IT leader skilled in balancing people management with tactical execution in a global, multi-location IT operations environment.
Strong operational ownership with proven ability to prioritize and resolve complex IT incidents and service disruptions effectively.
Background in managing cross-functional IT teams and vendor partnerships while driving continuous process improvement in hybrid workplace settings.