- End-User Support Excellence : Enhance the efficiency and responsiveness of the EUS team, ensuring seamless user experience and high levels of customer satisfaction.

- IT Infrastructure Optimization : Analyze the performance of IT systems and infrastructure, identify areas for improvement, and implement solutions to enhance reliability, scalability, and cost-effectiveness.

- Cross-Functional Collaboration : Collaborate closely with IT, operations, and business teams to streamline processes, leverage data-driven insights, and drive strategic decision-making.

- Transformation Leadership : Spearhead the implementation of technology-enabled solutions and process improvements to enhance business performance and support the company's digital transformation initiatives.

Critical Tasks (Key Activities) :

- Oversee the day-to-day operations of the EUS team, ensuring timely resolution of user issues and proactive monitoring of service levels.

- Analyze user feedback and performance data to identify opportunities for process optimization and service enhancements.

- Develop and manage the IT infrastructure and telecom Capex budget, ensuring alignment with business objectives and optimal utilization of resources.

- Collaborate with cross-functional teams to streamline processes, leverage data-driven insights, and drive strategic decision-making.

- Implement technology-enabled solutions to enhance user experience and support the company's digital transformation initiatives.

- Lead the planning, design, and deployment of IT infrastructure upgrades and expansions, ensuring seamless integration with existing systems.

- Provide technical guidance and mentorship to the IT support team, fostering their professional development.

- Stay abreast of industry trends, emerging technologies, and best practices, and recommend strategic initiatives to maintain a competitive edge.

Education Qualification & Certifications :

The ideal candidate for this role should possess an MBA, MCA, or bachelors degree in computer science, Information Technology, or a related field, along with relevant industry certifications such as PMP, ITIL, or COBIT. It will be an added advantage if the candidate has experience in leading IT EUS teams and driving transformation initiatives.

Relevant Experience :

This role requires 0 to 3 years of relevant experience in business analysis, process optimization, and end user management. The candidate should have a proven track record of collaborating with cross-functional teams, leveraging data-driven insights to drive strategic decision-making, and successfully implementing technology-enabled solutions to enhance user - business performance.

Skills & Competencies :

- End-User Support Management

- IT Infrastructure Management

- Telecom Operations

- Process Optimization

- Cross-Functional Collaboration

- Data-Driven Decision Making

- Strategic Thinking

- Adaptability and Continuous Learning