RR-0259369 - Associate Manager Infrastructure Services

Job Description:

Key Responsibilities

Leadership & Operations

• Lead, mentor, and develop a global team of Service Desk Analysts (Tier 1/Tier 1.5), including regional Team Leads where applicable.
• Own workforce management: shift rosters, follow‑the‑sun coverage, on-call rotations, capacity planning, and escalation paths.
• Run daily standups, queue health checks, live SLA monitoring, and weekly ops reviews.

Service Management (ITIL)

• Own incident, request, and knowledge management end-to-end for the Service Desk function.
• Ensure SLA/OLA adherence (response, restoration, resolution), with transparent real-time reporting.
• Maintain a robust major incident comms cadence and seamless handoffs to Tier 2/3 and resolver groups.

Knowledge, Quality & Automation

• Establish and maintain a high-quality knowledge base (KCS-aligned), SOPs, and runbooks.
• Improve first contact resolution (FCR) and deflection via self-service, virtual agents, and automation (e.g., ServiceNow).
• Implement quality assurance: call/chat/email quality scoring, coaching plans, and CSAT recoveries.

Tools & Analytics

• Administer and optimize the ITSM platform (e.g., ServiceNow, Jira Service Management) and integrated channels (Teams/Slack, email, telephony/IVR).
• Develop dashboards and reports (daily/weekly/monthly) covering volume, SLA, CSAT, FCR, backlog, aging, and shift/team performance.
• Partner with engineering and platform teams to improve monitoring, alerting, and service reliability.

Security, Compliance & Risk

• Enforce access controls, identity governance processes (Joiner/Movers/Leavers), and zero-trust principles.
• Ensure adherence to ISO 27001, SOC 2, GDPR/PDPA, and internal audit requirements.
• Manage privileged support workflows and sensitive incident handling.

Stakeholder Management & Communication

• Serve as the primary point of contact for business leaders, regional IT, HR, and key vendors.
• Publish clear incident comms, service health updates, and GSD related reports.
• Translate business priorities into service desk roadmaps and goals.

Required Qualifications & Experience

• 7–10+ years in IT support/service desk, with 3–5+ years in a global lead/manager role.
• Demonstrated success running 24×7 follow-the-sun operations with measurable SLA improvements.
• Strong command of ITIL (v3 or v4); ITIL Foundation required, ITIL Intermediate/MP preferred.
• Hands-on with one or more ITSM platforms (e.g., ServiceNow, JSM) and O365/M365 admin basics.
• Experience with voice/call center tech (IVR, ACD), chat, and omnichannel support.
• Proven people leadership: hiring, coaching, performance management, and succession planning.
• Excellent communication skills with executive presence and data-driven storytelling.
• Familiarity with security/compliance (ISO 27001, SOC 2) and identity lifecycle processes.

Nice to Have

• Certifications: HDI (SCTL/SDM), Microsoft 365, CompTIA A+/Network+, Azure Fundamentals (AZ‑900).
• Exposure to scripting/automation (PowerShell, Python) and RPA/virtual agents.
• Experience in high-growth or regulated environments (finance, healthcare, public sector).
• Multilingual support experience across APAC/EMEA/AMER.

Key Performance Indicators (KPIs)

• Meeting GSD SLAs
• Quality & Satisfaction: CSAT ; FCR and etc…
• Productivity: Analyst utilization 70–80% (balanced), backlog aging ≤5% >30 days.
• Knowledge & Deflection: ≥20% month-over-month growth in self-service usage; ≥90% KB article health (current/approved).
• Stability & Improvement: ≥2 automation or process improvements shipped per quarter with measured impact.
• People: Retention ≥90%; time-to-proficiency ≤60 days; training completion 100%.

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