Project & Operations Mgr (NCS/Job/ 3343)

Role Summary

Responsible for managing end‑to‑end EUC/EUS operations across Remote Desk, Service Desk, Network Support, Asset Management, Compliance, and Vendor Management, ensuring SLA adherence, operational stability, and high customer satisfaction.

Key Responsibilities

Manage day‑to‑day EUC/EUS operations and service delivery.

Ensure SLA/KPI compliance, ticket quality, and backlog control.

Lead Remote Desk and Service Desk multi‑shift operations.

Oversee compliance, audits, SOP adherence, and documentation.

Manage asset lifecycle, inventory accuracy, and security compliance.

Coordinate L1/L2 network operations and escalations.

Manage OEMs and third‑party vendors, including performance reviews.

Drive RCA, CAPA, service improvement, and automation initiatives.

Lead teams, handle performance management, training, and attrition.

Required Skills & Experience

Strong experience in End User Computing / End User Support operations.

Hands‑on exposure to Service Desk, Remote Support, Network, and Asset Management.

Sound knowledge of ITIL processes and operational governance.

Experience managing large teams across shifts.

Strong stakeholder, communication, and escalation management skills.

Preferred

ITIL certification.

Experience in large enterprise or regulated environments.