Role
Lead - Service Desk / Grade (SM/AVP)
Qualification
Bachelor’s or Master’s degree in engineering, IT, or related field
Location
Mumbai
Experience
14+ years
JD for Lead - Service Desk: To oversee and manage cross-functional projects, operational excellence initiatives, compliance adherence, and data-driven performance tracking. The role ensures that processes meet Service Level Agreements (SLAs), regulatory standards, and Continuous Service Improvement (CSI) goals through structured project management and analytics.
Responsibilities:
Continuous Service Improvement (CSI) / SIP:
Identify improvement opportunities across business processes.
Develop and implement Service Improvement Plans (SIPs).
Conduct root cause analysis for SLA deviations and drive corrective actions.
Data Science & Analytics:
Design and maintain performance dashboards with mobility integration.
Leverage analytics to monitor performance, identify trends, and support decision-making.
Automate dashboards and reports to enhance data visibility and accuracy.
Client Reporting:
Prepare and deliver accurate, timely client reports.
Standardize and automate reporting templates.
Ensure data accuracy and SLA adherence in report delivery.
NSDL & DP Monthly Business Reviews (MBR):
Compile data for monthly reviews and create presentation decks.
Highlight key metrics, SLA compliance, risks, and improvement actions.
SLA, Matrix Adherence & Escalation Management:
Define and track departmental SLAs and performance metrics.
Maintain escalation matrices and ensure timely issue resolution.
Drive SLA compliance across operations.
Review & Governance:
Conduct call monitoring for quality assurance.
Review user security, access control, and privilege management.
Monitor adherence to SOPs, policies, and InfoSec standards.
Review SEBI and internal audit observations; track NC closure.
Risk & Compliance Management:
Maintain and update the departmental risk register.
Identify and mitigate operational and compliance risks.
Ensure closure of non-conformities and audit findings on time.
Tools, ITSM & Automation Management:
Maintain ITSM tools and ensure operational stability.
Identify automation opportunities to enhance process efficiency.
Manage implementation and periodic review of automation solutions.
Performance & Productivity Tracking:
Track Key Result Areas (KRAs) and Key Performance Indicators (KPIs).
Monitor team productivity and recommend improvements.
Support performance reviews and continuous improvement programs.
Essential:
Strong understanding of Project Management (PMP/Agile) frameworks
Proficiency in Power BI / Tableau / Excel / ITSM tools
Experience with automation and process optimization
Knowledge of InfoSec, SEBI, and regulatory compliance frameworks
Excellent analytical, communication, and stakeholder management skills
Strong leadership and problem-solving abilities
Project Management & Program Management
ITIL Certificate
Regulatory Compliance
ISO27001 Certificate
Capital Market experience
