Associate Manager Operations

• Lead and manage the End User Support team responsible for desktop laptop application and infrastructure support.
• Manage Branch End User Support operations across BFSI locations ensuring timely resolution of user issues.
• Oversee daily IT operations service delivery SLA adherence and customer satisfaction.
• Drive incident problem and request management processes as per ITIL best practices.
• Coordinate with internal IT teams vendors and business stakeholders for issue resolution.
• Monitor support tickets identify recurring issues and implement preventive measures.
• Manage escalation handling and ensure timely resolution of critical incidents.
• Define operational processes SOPs and continuous improvement initiatives.
• Prepare and review MIS reports dashboards and operational metrics.
• Ensure compliance with BFSI security policies audit requirements and IT governance standards.
• Manage team performance resource planning training and productivity improvement.

• 12 years of experience in End User Computing (EUC) Desktop Support IT Operations or Service Delivery Management.
• Strong experience in managing large End User Support teams.
• Hands-on experience supporting branch IT operations in BFSI environments.
• Good understanding of:
  • Windows OS Desktop/Laptop troubleshooting
  • Active Directory Group Policy
  • Office 365 / Outlook support
  • Hardware & software troubleshooting
  • VPN Network basics and IT infrastructure support
  • ITSM tools (ServiceNow / Remedy / similar)
• Experience in handling vendors stakeholders and senior management escalations.
• Strong knowledge of ITIL processes and SLA management.
• Excellent communication leadership and problem-solving skills.

Required Experience:

Manager