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Lead Technology - End User Support.Infrastructure Operations -End User Serv at Mashreq Careers

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Infrastructure Operations, End User Services, SLA Compliance, End User Computing, Troubleshooting, Hardware Support, Software Support, Incident Response, IT Projects, Documentation, Customer Service, Service Delivery, Escalation Management, Configuration, System Issues

Industry

Banking

Description

* Lead and manage Onsite IT Support Services and IT Workshop operations for Mashreq across the Bangalore location. * Ensure SLA compliance in line with organizational standards and service commitments. * Act as the single point of contact (SPOC) from Technology for all End User Computing (EUC)–related business requirements, support requests, and escalations. * Establish and maintain effective working relationships with business users, internal IT teams, and support functions to enable seamless service delivery. * Interface between IT Application teams and business units to ensure timely resolution and effective coordination. * Research, diagnose, troubleshoot, and resolve hardware, software, and system issues, ensuring minimal business disruption. * Follow standard operating procedures (SOPs) and ensure proper escalation of unresolved issues to the appropriate internal teams. * Provide post‑resolution follow‑ups with users to confirm systems are fully functional and issues are closed satisfactorily. * Install, configure, and support enterprise‑grade hardware and software solutions. * Manage incident response and production issues, including prompt reporting, impact analysis, and corrective actions. * Participate in IT projects and initiatives on a need basis, supporting deployment and transition activities. * Maintain accurate technical documentation, knowledge articles, and operational reports in a timely manner. * Drive user satisfaction by applying strong customer service principles and providing regular status updates on all open tickets.

Responsibilities

The role involves leading and managing onsite IT Support Services and IT Workshop operations in Bangalore, ensuring strict adherence to organizational SLA compliance standards. This person will act as the primary technology contact for all End User Computing requirements, support requests, and escalations.