The Role
Leads enterprise end-user services and digital workplace strategy, operations, support, vendors, field services, and service-level governance across India. Oversees Windows and Mac environments, Microsoft 365, conferencing, telephony, MDM, SCCM, technology assets, security, automation, service availability, incident resolution, compliance, disaster recovery, patching, capacity planning, and technology refreshes.
Summary Generated by Built In
- Responsible for the design and implementation of new solutions or enhancements to enhance the digital workspace footprints for the bank.
- Responsible for managing daily operations of the EUS support & ensuring high availability end user services for all staff spread across various regions PAN India.
- Manage IT Support, third-party vendors, field services support to branches, ATMs, end users, manage their SLAs and performance, governance, etc.
- Review existing processes and procedures across all areas and identify gaps and areas of improvement and drive the necessary changes.
- Deploy, acquire, maintain and ensure security of information technology assets.
- Plan and test processes to ensure compliance with system requirements, business objectives, security standards and other technical requirements.
- Experienced in managing end user computing (Desktop Imaging (Windows & Mac), Microsoft 365, Video/voice conferencing, Telephony, MDM, SCCM etc.
- Drive daily operations resolving incidents and requests and measuring end user satisfaction.
- Be a full and active partner with the IT team based across multiple geographies to ensure seamless IT delivery within the portfolio.
- Experience in managing / developing next generation digital workspace, lead the creation of strategy, targets and processes that will enable successful deployment of digital workplace technologies.
- Assists in defining, building, and implementing automation and self-service solutions to reduce the efforts put forth by end users to gain support and service. Aggressively seeks out automation opportunities that cause user friction and service wait times and resolves.
- Creates and administers an annual operational plan that tracks and reports recurring activities to sustain highly available and secure operations. Activities include technology refresh planning, change and upgrade planning, disaster recovery testing, patch management, capacity management, license renewals, vendor management reviews and identity/access reviews
- Effectively engages & collaborates with other Platforms within Infra domain as well us within the larger TSGs..
Experience: 10 to 15 years
Qualifications: Bachelors/Masters degree in Computer Science, Information Systems
Skills Required
- 10 to 15 years of professional experience
- Bachelor's or Master's degree in Computer Science or Information Systems
- Experience managing end-user computing environments, including Windows and Mac desktop imaging, Microsoft 365, conferencing, telephony, MDM, and SCCM
- Experience managing IT support, third-party vendors, field services, service-level agreements, and operational governance
- Experience developing and managing digital workplace strategies, processes, automation, and self-service solutions
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The Company
What We Do
CSB is a full service bank established in 1920 and headquartered in Thrissur, Kerala. CSB has over 703 branches covering not just the district headquarters and large towns but also semi-urban and rural centers. Thanks to its unique origin and history, CSB is considered a household banking brand in Kerala. CSB offers Retail, Wholesale and SME Banking services through its footprint of over 703 branches across the country serving over 2 million customers.
