Senior Associate – Service Delivery

Responsible for leading end-to-end IT support delivery, overseeing workplace infrastructure, SLA adherence and driving operational excellence at the Surat location. End User Support & Escalation Management Serve as the L3/L4 escalation point for complex desktop, laptop, mobile, and peripheral issues unresolved at L1/L2.

Lead troubleshooting of Windows, Microsoft 365, Teams, Outlook, VPN, and enterprise application incidents. Ensure SLA compliance and drive continuous improvement in ticket resolution metrics via ITSM tools (Service. Now). Champion end-user satisfaction through proactive communication and service improvement initiatives.

Modern Workplace & Device Management Lead device provisioning, configuration, and lifecycle management using Microsoft Intune, Endpoint Manager, and Autopilot. Own patch management, software deployment pipelines, compliance policies, and endpoint security enforcement. IT Infrastructure & Site Operations Act as the primary IT point of contact for the Surat office, managing on-site infrastructure including Datacenter, network cabling, servers, AV systems, and meeting room technology.

Support facilities and workplace teams for all IT requirements related to office expansions, moves, or refurbishments. IT Asset Lifecycle Management Own end-to-end tracking of IT assets across the Surat location from procurement to disposal. Maintain accurate asset inventory and enforce policies for onboarding, offboarding, and asset refresh cycles.

Lead periodic audits and ensure compliance with asset management and data security standards. Procurement & Commercials Lead IT hardware and software procurement activities for Surat in coordination with vendors and the central procurement team. Maintain accurate procurement records and support audit and compliance reviews.

Vendor & Contract Management Own vendor relationships for Surat-based IT service providers, maintaining SLAs, escalation matrices, and contract renewals. Financial Coordination & Budget Support Validate invoices, verify billing accuracy, and coordinate with finance for timely vendor payments. Assist in the preparation and monitoring of the Surat IT budget, tracking actual spend against forecasts.

Team Leadership & Knowledge Management Mentor and guide junior IT associates, providing technical coaching and supporting their professional development. Develop and maintain SOPs, knowledge-base articles, and operational runbooks to improve team efficiency. Facilitate knowledge transfer sessions and ensure cross-training to build team resilience.

Participate in and contribute to IT projects, representing the Surat site’s requirements and constraints. Reporting & MIS Generate and present MIS reports covering assets, vendors, procurement, SLA performance, and support metrics. Maintain dashboards and tracking tools to give real-time visibility into IT operations at the Surat location.

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.