Teksands.ai
Location
Trivandrum | India
Job description
The Head of IT & Global delivery from India Branch is a strategic leadership role responsible for overseeing for overseeing Branch IT service delivery, Branch infrastructure management, global strategic projects implementation, end-user computing, IT asset management, identity and access management, second-line support, vendor management, and capital expenditure management.
Global Delivery for ServiceNow and JIRA is a pivotal leadership position responsible for overseeing the development, maintenance, and global service operations of these critical platforms. This role involves managing incident, problem, and change management processes, ensuring compliance with Quality Management System (QMS) ISO standards, and driving overarching Agile processes.
Qualification, Experience, Technical and Functional Skills
IT Service Delivery:
Oversee IT service delivery, including managing the service desk and ensuring timely resolution of IT incidents and requests.
Establish and enforce service level agreements (SLAs) to maintain high service quality and user satisfaction.
Application & Enterprise Management:
Understanding the applications and programming languages, frameworks, databases, and other technologies used in the development and operation of the applications.
Experience in Tools like Dynatrace are used for application performance monitoring and management.
Branch IT Infrastructure and Global Projects:
Lead infrastructure management and global projects in the India Branch, ensuring robust and scalable IT infrastructure.
Collaborate with global teams to implement standardized infrastructure solutions and optimize resource utilization
End-User Computing and IT Asset Management:
Manage end-user computing environments, including hardware and software provisioning, configuration, and support.
Oversee IT asset management processes to track and maintain an inventory of IT assets throughout their lifecycle.
Identity and Access Management:
Implement and maintain identity and access management controls to ensure data security and compliance with regulatory requirements.
Monitor user access rights and permissions, conducting regular audits and reviews to mitigate security risks.
Second-Line Support and Vendor Management:
Provide second-line support for end users, troubleshooting complex IT issues and coordinating with internal and external stakeholders for resolution.
Manage relationships with IT vendors and service providers, ensuring adherence to contractual agreements and service levels.
Capital Expenditure Management:
Develop and manage the IT budget for the India Branch, including capital expenditure planning and allocation.
Evaluate investment opportunities and prioritize IT initiatives based on business impact and ROI.
Global Delivery, QMS and Agile
Application Development and Maintenance:
Lead the development and maintenance of ServiceNow and JIRA applications to enhance operational efficiency and productivity.
Ensure adherence to best practices and standards in software development and maintenance.
Global Service Operations:
Oversee global service operations for ServiceNow and JIRA, including incident, problem, and change management processes.
Establish and enforce service level agreements (SLAs) to maintain high service availability and performance.
Quality Management System (QMS) ISO Compliance:
Manage compliance with QMS ISO standards for ServiceNow and JIRA, ensuring adherence to regulatory requirements and quality standards.
Implement and maintain processes to support ISO certification and continuous improvement initiatives.
Agile Process Leadership:
Drive the adoption of Agile methodologies for ServiceNow and JIRA development and operations.
a culture of collaboration, adaptability, and continuous improvement within the teams.
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