Service Lead Of ITSC

Service Lead of ITSC

Zuru Tech is digitalizing the construction process of buildings all around the world. We have a multi-national team developing the world's first digital building fabrication platform, you design, we build it!

We at ZURU develop the Zuru Home app, a BIM software meant for the general public, architects, and engineers, from here anyone can buy, design, and send to manufacturing any type of building with complete design freedom. Welcome to the future!

What Are You Going To Do?

As the Lead of the India IT Service Center, you will oversee local support for ZURU's India team and remote support for international offices in Europe, the US, Canada, NZ, and China. This role requires partnering with the HQ IT team to establish standardized IT service processes, knowledge bases, and operational standards—then implementing these frameworks in daily support operations. You will lead a team focused on L1 service management, collaborating closely with global hubs (especially China HQ) to ensure consistent, high-quality delivery of IT services.

Process & Standard Development with HQ:

• Collaborate with the China HQ IT team to design and refine global IT service processes (e.g., incident management, change control) and standards (security, SLA metrics).
• Translate HQ-defined frameworks (e.g., ITIL processes, security governance policies) into actionable workflows for the India ITSC team.
• Develop region-specific addendums to global standards (e.g., India vendor management protocols, local compliance requirements) in alignment with HQ guidelines.

Knowledge Base Construction & Maintenance:

• Work with HQ's team to build and expand the ITSC knowledge base, focusing on:
• L1 troubleshooting guides for high-frequency issues (password resets, software errors, remote access).
• India-specific documentation (local hardware models, office network configurations, vendor contact lists).
• Cross-regional support playbooks for international offices (US, EU, NZ) in collaboration with HQ L2 experts.
• Implement HQ-recommended tools (e.g., ZOHO SDP, AI chatbots) to enhance knowledge searchability and self-service capabilities for India and remote users.

Operational Implementation & Compliance:

• Ensure the India team adheres to global standards in daily operations, including:
• Incident logging and escalation paths to HQ L2 support.
• Security protocols (VPN access, data encryption) as defined by HQ.
• SLA tracking for both local India and international remote support.
• Conduct regular audits to measure compliance with HQ-set standards and identify gaps for process improvement.

Team Training & Knowledge Transfer:

• Develop training programs to onboard India staff on HQ-defined processes and tools (e.g., service desk systems, remote diagnostic tools).
• Facilitate knowledge sharing sessions with HQ L2 teams to transfer expertise on complex issues (e.g., network infrastructure, cloud services).
• Create mentorship programs to build L1 team proficiency in HQ-standardized support methodologies.

Continuous Improvement & Reporting:

• Analyze support data (ticket volumes, resolution times, user feedback) to identify opportunities to optimize HQ-aligned processes.
• Submit regular reports to HQ on India ITSC performance against global standards, highlighting successes and areas for collaboration.
• Drive initiatives to enhance remote support efficiency (e.g., automating repetitive tasks, expanding self-service documentation) in line with HQ strategies.

What Are We Looking For?

5+ years in IT service management, with 3+ years leading teams in process development and standard implementation.

Proven experience collaborating with global HQ teams to adopt and localize standardized frameworks (ITIL, ISO 20000).

Familiarity with knowledge base management tools and best practices for cross-regional documentation.

Strong understanding of HQ-managed central systems (network backbones, security platforms) to facilitate L2 escalation.

Experience in translating technical requirements from HQ into operational workflows for L1 teams.

Excellent communication skills to coordinate with HQ stakeholders, regional teams, and vendors.

Track record of implementing global standards in regional support centers, ensuring compliance and efficiency.

Proficiency in data analysis to measure process effectiveness against HQ-set KPIs.

Possession of certifications such as ITIL, MCSE, CCNA is an advantage.

Key Competencies

Ability to bridge HQ-defined standards with regional operational needs.

Knowledge Management: Skill in organizing and maintaining a scalable knowledge base for global support.

Cross-Regional Alignment: Expertise in collaborating with HQ to ensure India ITSC processes are globally consistent.

Change Management: Ability to drive adoption of new processes and tools among L1 teams.

Reporting & Collaboration:

Report directly to Global Senior Infrastructure IT Manager.

Collaborate daily with HQ's process owners, L2 leads, and knowledge management teams to align on initiatives.

Summarize and report service quality to direct manager

Work Environment:

Based in India, with regular virtual meetings with HQ teams in China and potential travel for process workshops or audits.

Flexibility: to coordinate across time zones for HQ collaboration (e.g., afternoon syncs with China's business hours).

What Do We Offer?

Competitive compensation

5 Working Days with Flexible Working Hours

Medical Insurance for self & family

Training & skill development programs

Work with the Global team, Make the most of the diverse knowledge

Several discussions over Multiple Pizza Parties

A lot more! Come and discover us!