RR-Associate Manager Infrastructure Services

Job Description:

Key Responsibilities

Leadership & Operations

• Lead mentor and develop a global team of Service Desk Analysts (Tier 1/Tier 1.5) including regional Team Leads where applicable.
• Own workforce management: shift rosters followthesun coverage on-call rotations capacity planning and escalation paths.
• Run daily standups queue health checks live SLA monitoring and weekly ops reviews.

Service Management (ITIL)

• Own incident request and knowledge management end-to-end for the Service Desk function.
• Ensure SLA/OLA adherence (response restoration resolution) with transparent real-time reporting.
• Maintain a robust major incident comms cadence and seamless handoffs to Tier 2/3 and resolver groups.

Knowledge Quality & Automation

• Establish and maintain a high-quality knowledge base (KCS-aligned) SOPs and runbooks.
• Improve first contact resolution (FCR) and deflection via self-service virtual agents and automation (e.g. ServiceNow).
• Implement quality assurance: call/chat/email quality scoring coaching plans and CSAT recoveries.

Tools & Analytics

• Administer and optimize the ITSM platform (e.g. ServiceNow Jira Service Management) and integrated channels (Teams/Slack email telephony/IVR).
• Develop dashboards and reports (daily/weekly/monthly) covering volume SLA CSAT FCR backlog aging and shift/team performance.
• Partner with engineering and platform teams to improve monitoring alerting and service reliability.

Security Compliance & Risk

• Enforce access controls identity governance processes (Joiner/Movers/Leavers) and zero-trust principles.
• Ensure adherence to ISO 27001 SOC 2 GDPR/PDPA and internal audit requirements.
• Manage privileged support workflows and sensitive incident handling.

Stakeholder Management & Communication

• Serve as the primary point of contact for business leaders regional IT HR and key vendors.
• Publish clear incident comms service health updates and GSD related reports.
• Translate business priorities into service desk roadmaps and goals.

Required Qualifications & Experience

• 710 years in IT support/service desk with 35 years in a global lead/manager role.
• Demonstrated success running 247 follow-the-sun operations with measurable SLA improvements.
• Strong command of ITIL (v3 or v4); ITIL Foundation required ITIL Intermediate/MP preferred.
• Hands-on with one or more ITSM platforms (e.g. ServiceNow JSM) and O365/M365 admin basics.
• Experience with voice/call center tech (IVR ACD) chat and omnichannel support.
• Proven people leadership: hiring coaching performance management and succession planning.
• Excellent communication skills with executive presence and data-driven storytelling.
• Familiarity with security/compliance (ISO 27001 SOC 2) and identity lifecycle processes.

Nice to Have

• Certifications: HDI (SCTL/SDM) Microsoft 365 CompTIA A/Network Azure Fundamentals (AZ900).
• Exposure to scripting/automation (PowerShell Python) and RPA/virtual agents.
• Experience in high-growth or regulated environments (finance healthcare public sector).
• Multilingual support experience across APAC/EMEA/AMER.

Key Performance Indicators (KPIs)

• Meeting GSD SLAs
• Quality & Satisfaction: CSAT ; FCR and etc
• Productivity: Analyst utilization 7080% (balanced) backlog aging 5% >30 days.
• Knowledge & Deflection: 20% month-over-month growth in self-service usage; 90% KB article health (current/approved).
• Stability & Improvement: 2 automation or process improvements shipped per quarter with measured impact.
• People: Retention 90%; time-to-proficiency 60 days; training completion 100%.

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