Associate III Infrastructure Engineering - support Services - it Infra

Manager / End User Services (EUS)

The EUS Manager is responsible for delivering a secure, resilient, and seamless end-user technology experience across Kotak Mahindra Bank. The role oversees service desk operations, endpoint management, user productivity platforms, bank-wide IT support governance, and compliance with internal and regulatory guidelines. This position plays a critical role in ensuring high availability of user devices, technology services.

Key Responsibilities

• Manage day-to-day IT support for branches, corporate offices.
• Drive timely closure of Incidents, Service Requests, and Problems as per defined SLAs.
• Ensure adherence to ITIL processes and Kotak-specific operational workflows.
• Oversee onsite support teams, managed service partners, and L1/L2 resources.
• Manage the lifecycle of laptops, desktops, mobility devices, scanners, printers, and peripherals.
• Ensure compliance with Information Security.
• Maintain accurate IT asset records in the Bank's asset management repositories.
• Govern and manage platforms such as M365, Teams, Outlook, OneDrive, SharePoint.
• Ensure uptime, adoption, and secure usage of collaboration and communication tools.
• Partner with the Security & Email teams for DLP, Anti-Spam, MFA, and conditional access policies.
• Drive digital workplace initiatives to improve employee productivity.
• Implement self-service capabilities, automation, and knowledge base enhancements.
• Analyze recurring issues and work on RCA-based long-term fixes.
• Lead and mentor teams across locations and partner resources.
• Drive knowledge sharing, SOP updates, performance assessments, and continuous training.
• Foster a culture of customer-centric service delivery.

Required Skills & Qualifications

Technical Skills

• Strong understanding of end-user computing technologies: Windows 10/11, macOS (if applicable).
• Understanding of AD, Azure AD, Exchange Online, Teams Admin Center.
• Awareness of network basics: Wi-Fi, VPN, DNS, DHCP.
• Exposure to banking security policies, endpoint hardening, and DLP.

Soft Skills

• Excellent communication and stakeholder management.
• Ability to manage high-pressure operational environments.
• Analytical mindset with strong problem-solving skills.
• Vendor management and contract governance.

Performance Indicators (KPIs)

• Incident/Request SLA adherence & reduction in ageing tickets
• Endpoint compliance (patching, AV, encryption, MDM)
• Branch/office support metrics
• Vendor SLA adherence and operational efficiency
• Audit compliance score & closure of non-compliances
• CSAT / User experience improvement
• Reduction of repeat incidents (RCA-driven improvements)