Service Desk Manager

Service Desk Manager

Position Overview:

The Service Desk Manager will lead and manage the IT Service Desk operations for a fast-paced FinTech environment ensuring high availability security and seamless support for business-critical applications and platforms. This role is responsible for delivering high-quality service meeting stringent SLAs and supporting regulatory and compliance-driven operations.

Roles and Responsibilities:

• Manage end-to-end Service Desk operations in a 24x7 FinTech environment.
  Ensure timely resolution of incidents and service requests adhering to strict SLAs and OLAs.
  Act as the primary escalation point for critical incidents impacting financial platforms.
  Drive ITIL-based processes including Incident Problem Change and Request Management.
  Collaborate closely with Engineering DevOps Security and Product teams.
  Ensure compliance with regulatory audit and security standards (ISO SOC PCI-DSS etc.).
  Oversee monitoring alerting and proactive issue identification for high-availability systems.
  Lead major incident management (MIM) and root cause analysis (RCA).
  Manage vendor performance and third-party support partners.
  Maintain and continuously improve knowledge management and self-service capabilities.
  Track service metrics prepare dashboards and present insights to senior stakeholders.
  
  

Must Have Skills:

• 10 years of IT experience with at least 5 years in Service Desk or IT Operations leadership.
• Strong incident management and crisis handling skills.
• Strong understanding of ITIL frameworks (ITIL v4 preferred).
• Hands-on experience with ITSM tools such as ServiceNow Jira Service Management or Remedy.
• Experience supporting mission-critical customer-facing financial systems.
• Excellent stakeholder management and communication skills.
  
  

Good to Have Skills:

• Experience working in FinTech BFSI or high-availability digital platforms.
• Knowledge of cloud environments (AWS/Azure/GCP).
• Exposure to DevOps SRE or automation-driven operations.
• Familiarity with compliance and security standards relevant to financial services.
  
  

Key Attributes

• Customer-first and risk-aware approach.
• Ability to operate under pressure in a fast-paced environment.
• Strong analytical and problem-solving capabilities.
• High ownership and accountability mindset.

Location:

• Noida

About Nomiso:

Nomiso is a product and services engineering company. We are a team of Software Engineers Architects Managers and Cloud Experts with expertise in Technology and Delivery Management.

Our mission is to Empower and Enhance the lives of our customers through efficient solutions for their complex business problems.

At Nomiso we encourage entrepreneurial spirit - to learn grow and improve. A great workplace thrives on ideas and opportunities. That is a part of our DNA. Were in pursuit of colleagues who share similar passions are nimble and thrive when challenged. We offer a positive stimulating and fun environment with opportunities to grow a fast-paced approach to innovation and a place where your views are valued and encouraged.

We invite you to push your boundaries and join us in fulfilling your career aspirations!

We are an equal opportunity employer and are committed to diversity equity and inclusion. We do not discriminate on race religion color national origin gender sexual orientation age marital status veteran status disability status or any other protected characteristics.