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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage global Tier 1 and Tier 2 IT support operations including 4 Team Leads and approx. 24 staff in Hyderabad to ensure efficient, scalable support delivery across multiple regions.
Own service desk and remote service functions, driving operational excellence, ticket triage/escalation, service automation, access management, and employee lifecycle services.
Develop talent, implement process improvements, maintain compliance (SOX, ISO), and deliver reporting and analytics for continuous improvement and business alignment.
Minimum Requirements
8+ years progressive experience in IT support, service management, or IT operations leadership.
5+ years managing global support organizations with geographically dispersed teams.
Proven experience leading Tier 1 and Tier 2 support in large enterprise environments.
Must be open to shift work supporting USA, EMEA, and APAC regions; ITIL Foundation Certification preferred but not explicitly mandatory.
Ideal Candidate Profile
Experienced leader capable of managing multi-team global IT support operations with strong accountability and process discipline.
Deep expertise in Microsoft 365, Entra ID (Azure AD), identity/access management, service management platforms (Jira), and automation.
Skillful in balancing strategic initiatives with daily operational demands, driving service transformation and compliance in complex, distributed environments.