Job Summary:

Lead Enterprise IT - End User Support function for JioStar, with primary ownership of enterprise IT Operations, end user computing, workspace technology, IT service delivery and support across the organisation - Bengaluru Offices. The role will be responsible for ensuring the reliable, secure and scalable IT services for users across locations, including end point management, identity and access, Active Directory, Collaboration platforms, device management, ITSM, Network and security coordination and IT workspace systems.

The role requires strong hands-on technical understanding of the Enterprise IT environments and the ability to lead IT end user support teams, manage service providers, drive incident/problem resolution, establish operational governance and continuously improve IT service quality. 

KEY RESPONSIBILITIES:

Project Management & Execution

• Lead end-to-end delivery of IT infrastructure, operational technology initiatives and Tasks. (cloud migrations, Active Directory, network upgrades, ZTNA, device rollouts)
• Develop project plans with milestones, timelines, resource allocation, and risk mitigation strategies
• Provide technical oversight to ensure that Enterprise IT solutions are operationally ready, supportable, secure and aligned to enterprise standards.
• Ensure effective transition of new technology solutions into BAU support, with appropriate documentation, support process, SLAs and operational ownership.

Task Tracking & Dashboard Creation

• Create and maintain project schedules, track dependencies and critical path
• Design executive dashboards with visual KPIs and project health indicators
• Develop automated reporting for portfolio tracking; prepare weekly/monthly status reports for management
• Track key IT operational metrics, service performance, SLA adherence, incidents and technology initiatives, and provide management visibility through dashboards and reports.

Stakeholder Communication

• Communicate project status, risks, and issues to C-level executives and technical teams effectively
• Facilitate requirements workshops, steering committees, and business reviews; manage stakeholder expectations
• Work closely with Enterprise IT, Infrastructure, Network, Cyber Security and other technology teams to drive resolution of operational and technical issues.

Skills and attributes for success:

• Communication: Excellent verbal and written skills; ability to present to CXO-level; translate technical concepts for non-technical stakeholders
• Leadership: Coordinate with cross-functional teams; problem-solving; conflict resolution; change management
• Enterprise IT: Strong understanding of IT infrastructure, end-user computing, IT support operations, endpoint management, identity/access management, ITSM and enterprise workplace technologies
• IT Operations: Strong understanding of incident, problem and change management, SLA/service delivery management, service continuity and vendor/service-provider management.
• Analytical: Data visualization; trend analysis; KPI tracking; capacity planning; continuous improvement

REQUIRED QUALIFICATIONS:

• Education: Bachelor’s in computer science, IT, or Engineering.
• Experience: 12+ years of experience in Enterprise IT / IT Operations / End User Computing / Workplace Technology, with significant experience leading enterprise IT support and technology environments across 500+ users and multi-location organisations.
• Certifications: ITIL (Preferred)
• Technical Knowledge: Strong understanding of Cloud platforms (AWS/Azure/GCP), networking, Active Directory, identity management, end-user computing, endpoint management, IT service management and security frameworks (ISO 27001, SOC 2, GDPR)
• Tools Expertise: Jira, MS Project, Asana | Power BI, Tableau, Excel dashboards | ITSM, endpoint/device management and enterprise collaboration tools