Associate III Infrastructure Engineering-SUPPORT SERVICES-IT Infra at Kotak Mahindra Bank

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

End-User Computing Technologies, Windows 10/11, macOS, Active Directory, Azure AD, Exchange Online, Teams Admin Center, Network Basics, Banking Security Policies, Endpoint Hardening, DLP, Communication, Stakeholder Management, Problem-Solving, Vendor Management, Contract Governance

Industry

Banking

Description

Job Description – Manager / End User Services (EUS) Department: Infrastructure Engineering – End User Services Reports To: (Nipindra Kumar – Infrastructure Engineering-III • SUPPORT SERVICES-IT Infra) Role Overview The EUS Manager is responsible for delivering a secure, resilient, and seamless end‑user technology experience across Kotak Mahindra Bank. The role oversees service desk operations, endpoint management, user productivity platforms, bank-wide IT support governance, and compliance with internal and regulatory guidelines. This position plays a critical role in ensuring high availability of user devices, technology services. Key Responsibilities 1. End‑User Technology Operations Manage day‑to‑day IT support for branches, corporate offices. Drive timely closure of Incidents, Service Requests, and Problems as per defined SLAs. Ensure adherence to ITIL processes and Kotak-specific operational workflows. Oversee onsite support teams, managed service partners, and L1/L2 resources. 2. Endpoint Management & Compliance Manage the lifecycle of laptops, desktops, mobility devices, scanners, printers, and peripherals. Ensure compliance with Information Security. Maintain accurate IT asset records in the Bank’s asset management repositories. 3. Microsoft 365 & Collaboration Tools Govern and manage platforms such as M365, Teams, Outlook, OneDrive, SharePoint. Ensure uptime, adoption, and secure usage of collaboration and communication tools. Partner with the Security & Email teams for DLP, Anti‑Spam, MFA, and conditional access policies. 4. User Experience & Productivity Enhancement Drive digital workplace initiatives to improve employee productivity. Implement self‑service capabilities, automation, and knowledge base enhancements. Analyze recurring issues and work on RCA‑based long-term fixes. 5. Team Leadership Lead and mentor teams across locations and partner resources. Drive knowledge sharing, SOP updates, performance assessments, and continuous training. Foster a culture of customer-centric service delivery. Required Skills & Qualifications Technical Skills Strong understanding of end‑user computing technologies: Windows 10/11, macOS (if applicable). Understanding of AD, Azure AD, Exchange Online, Teams Admin Center. Awareness of network basics: Wi-Fi, VPN, DNS, DHCP. Exposure to banking security policies, endpoint hardening, and DLP. Soft Skills Excellent communication and stakeholder management. Ability to manage high-pressure operational environments. Analytical mindset with strong problem‑solving skills. Vendor management and contract governance. Performance Indicators (KPIs) Incident/Request SLA adherence & reduction in ageing tickets Endpoint compliance (patching, AV, encryption, MDM) Branch/office support metrics Vendor SLA adherence and operational efficiency Audit compliance score & closure of non-compliances CSAT / User experience improvement Reduction of repeat incidents (RCA-driven improvements)

Responsibilities

The EUS Manager is responsible for delivering a secure and seamless end-user technology experience, overseeing service desk operations and endpoint management. This role ensures high availability of user devices and compliance with internal and regulatory guidelines.