IS Executive

Job description

Position Overview: Executive IS

Location: Bangalore

We are seeking a dynamic and self-driven IS Executive to lead overall efforts. This role is ideal for someone who thrives in a fast-paced start-up environment and can handle business-as-usual (BAU) assigned tasks with minimal guidance.

In this role you are expected to:

Service Desk Operations

• Monitor and track incident resolution activities handled by local resolution groups.
• Ensure timely follow-up and closure of incidents and service requests.
• Maintain adherence to agreed Service Level Agreements (SLAs).
• Escalate unresolved incidents to appropriate support teams.

Customer Satisfaction (CSAT) Support

• Monitor and follow up on customer feedback and satisfaction surveys.
• Coordinate with users to gather feedback.
• Prepare and publish CSAT reports and improvement recommendations.

Printer & Accessories Management

• Coordinate preventive maintenance activities for printers and scanners.
• Manage break-fix incidents through vendors and support teams.
• Track accessories inventory and fulfillment requests.

Mobility Device Management

• Coordinate procurement refresh replacement and disposal of mobile devices.
• Manage vendor interactions for mobile phone break-fix activities.
• Track lifecycle management of mobility assets.

IT Asset Management

• Maintain accurate and up-to-date IT asset inventory.
• Track asset allocation movement and disposal.
• Ensure compliance with asset management processes.

Hosting & Backup Support

• Provide hands-and-feet support for tape drives and backup operations.
• Coordinate with infrastructure teams during backup and recovery activities.

Application Support

• Perform routine application health checks.
• Coordinate with application support teams to address identified issues.
• Track application-related incidents and service requests.

Facility Management Support

• Perform periodic physical security checks of server rooms network rooms and IT facilities.
• Report infrastructure or environmental concerns.

Employee Exit (E-Clearance) Support

• Conduct periodic validation of employee clearance activities.
• Verify asset recovery and update asset records.
• Ensure zero-asset tagging compliance for departing employees.

Laptop & iPad Device Management

• Coordinate procurement and replacement activities.
• Manage break-fix support through vendors.
• Track device inventory and lifecycle.

EUC Accessories Management

• Coordinate procurement and delivery of accessories based on approved catalogs and rate cards.
• Follow up with support teams for fulfillment and delivery.

Country Catalogue Management

• Maintain and update local IT service catalogs and related documentation.
• Ensure information accuracy and regulatory compliance.

Infrastructure Devices AMC Management

• Coordinate Annual Maintenance Contracts (AMC) for out-of-warranty infrastructure devices.
• Engage with OEM partners and vendors for contract renewals and support.

Apple Device Software Updates

• Monitor Intune reports for Apple devices.
• Coordinate periodic software updates and compliance activities.
• Ensure devices remain secure and compliant with corporate standards.

Break-Fix Accessories Procurement

• Coordinate procurement of accessories required for infrastructure and mobility devices.
• Track requests procurement status and delivery.

Skills Requirements:

Technical Skills

• Windows 10/11 Administration
• IT Asset Management
• ServiceNow or similar ITSM tools
• Basic Network Troubleshooting
• Endpoint Security & Antivirus Tools

Soft Skills

• Strong customer service orientation
• Excellent communication skills
• Vendor coordination and stakeholder management
• Documentation and reporting skills
• Ability to multitask and prioritize effectively
• Strong problem-solving and analytical skills

Preferred Qualifications

• Bachelors Degree in Information Technology Computer Science or equivalent.
• Key Performance Indicators (KPIs)
• SLA Compliance
• Incident Resolution Tracking
• First Contact Resolution (FCR)
• VIP User Satisfaction
• CSAT Score
• Asset Inventory Accuracy
• Device Compliance Percentage
• Vendor Performance Management
• Timely Closure of Service Requests
• Event Support Success Rate

Required Skills:

vendor managementprocurementIT asset managementL2 support