Senior Assistant Vice President – It Operation

Senior Assistant Vice President for IT Operations
We are seeking a highly experienced and skilled professional to lead our IT operations team, driving efficiency and innovation in a hybrid environment.
Key Responsibilities:

End-to-end ownership of technology operations, addressing support challenges and serving as the escalation point for network, system, and voice environment issues.
Collaboration with business and clients to develop and implement effective onboarding processes for new clients and projects.
Strategic partnership with global teams to drive efficiency and adoption of enterprise capabilities.
Identification and implementation of service improvement initiatives to enhance customer satisfaction and operational efficiency.
Management of multiple client relationships, ensuring timely and effective service delivery in line with Master Service Agreements (MSA) and Service Levels (SLA).
Acting as the primary point of contact for process and functional escalations, ensuring prompt resolution and customer satisfaction.

Essential Functions:

Supplier Management: Building and maintaining strong relationships with external partners, participating in regular supplier reviews and assessments.
Effective management of internal, external, client, and statutory audits, ensuring compliance and regulatory requirements are met.
Client Portfolio Management: Maintaining accurate and up-to-date documentation and reporting for business requirements.
Identification, implementation, and review of service improvement initiatives to drive productivity and cost control.
Participation in service delivery reviews, ensuring SLA adherence and ongoing project management with clients and internal stakeholders.
Driving effectiveness of compliance and information security as part of service delivery, working closely with internal audit teams to meet compliance requirements.

Primary Internal Interactions:

Business Operations
All Technology Sub-Functions
EXL Internal/External Audit Teams

Primary External Interactions:

Client Teams, particularly Client Technology Teams
External Vendors, primarily for Service Desk Management

Requirements:

Graduate degree, with preference for B.E./B.Tech and industry-recognized certifications like ITIL/ITSM
Minimum 16-18 years of experience in managing technology operations for a large organization in an outsourcing environment
Willingness to work in a 24x7 environment


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