DGM IT Operations Head(Technology & Digital) Pune

Job Description:

1. IT Service & Support Management:

• Lead and manage day-to-day IT operations, ensuring reliable performance and efficiency of systems.
• Oversee IT maintenance, troubleshooting, and enhancements to minimize downtime and improve user experience.
• Implement operational processes and frameworks to support organization-wide IT initiatives.
• Ensure the availability of IT support services, including a helpdesk for technical issues and incident resolution.
• Develop user support protocols and oversee ticket resolution to maintain high service quality.
• Advocate for team training and knowledge-sharing to enhance support expertise.

2. Project Management Office (PMO):

• Establish and lead the PMO to oversee planning, execution, and delivery of IT projects.
• Ensure project management methodologies are applied (Agile, Waterfall, etc.).
• Track project scope, budgets, and schedules to deliver projects successfully.
• Collaborate with stakeholders across teams to prioritize IT initiatives.

4. Quality Assurance:

• Define and implement IT quality standards for systems and projects.
• Oversee testing procedures to validate reliability, functionality, and scalability of IT solutions.
• Collaborate with development teams to identify and resolve software/hardware issues before deployment.

6. Vendor Management:

• Develop and maintain strong relationships with external IT vendors, service providers, and consultants.
• Evaluate vendor capabilities, negotiate contracts, and ensure vendor alignment with organizational goals.
• Monitor the performance of vendors against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Serve as the point of escalation for vendor-related issues and disputes while ensuring timely resolution.
• Regularly review vendor performance to assess risks, optimize costs, and identify opportunities for process improvement.