- Manage the end-to-end service delivery lifecycle for thin client infrastructure to ensure high availability and optimal performance for global business units.

- Lead incident management and problem resolution processes to minimize downtime and maintain adherence to stringent Service Level Agreements.

- Drive continuous improvement initiatives by analyzing service metrics and identifying opportunities to automate routine maintenance tasks.

- Collaborate with cross-functional teams to implement security patches, firmware updates, and configuration changes across the virtual desktop environment.

- Provide technical leadership and mentorship to junior team members, fostering a culture of knowledge sharing and operational excellence.

- Manage vendor relationships and service contracts to ensure cost-effective delivery and alignment with organizational infrastructure standards.

Required Skillset :

- Demonstrated expertise in managing large-scale virtual desktop infrastructure (VDI) and thin client environments within a complex enterprise setting.

- Strong proficiency in ITIL service management frameworks, with a proven ability to manage change, incidents, and service requests effectively.

- Excellent communication skills to bridge the gap between technical infrastructure teams and non-technical business stakeholders.

- Ability to navigate and lead in a hybrid work environment, coordinating effectively with distributed teams across Trivandrum and Pune.

- Strong analytical mindset to interpret performance data and translate it into actionable service improvements.

- A Bachelor's degree in Computer Science, Information Technology, or a related field, supported by 8 - 10 years of relevant professional experience.