15h Left : Assistant Manager, Customer Support

Job Title : Assistant Manager – IT AV Operations Function : Information Technology (IT), Reports to position : Sr. Manager - IT Location : Hyderabad Band : A4 Job Purpose To ensure 99% SLA for AV operations and ITCS Services. Coordinate with internal team and vendors to provide quality end user computing support. Ensure 100% uptime of AV infrastructure. Act as custodian of school Network. Job Outline At ISB, Information Technology (IT) plays a key role in providing the requisite AV infrastructure facilities to all the stakeholders to drive its strategic objectives in its research, teaching, and business functions. The jobholder as Asst. Manager – IT, reports to the Sr Manager - IT and performs a set of key responsibilities, which leads to the very effective and efficient delivery of ITCS & AV services for smooth functioning of the department on a day-to-day basis. S / he needs to continuously benchmark with other reputed institutes to implement the best practices. Interact with the school’s stakeholders and implement requirements / Suggestions by liaising with the appropriate vendors. The incumbent needs to review the day-to-day operational and service status with the team members / service providers. S / he must ensure that all necessary IT / AV support is provided for PGP / PGPMAX / EEP / MFAB / Other events and work towards increasing customer satisfaction rating. Job Specification Knowledge / Education : Graduate / Master degree in Computers or Electronics & Communications Engg Specific Skills : AV Operations & management & ITCS delivery. MIS Reporting, Interpersonal & negotiation skills, Team / Vendor Management, Influencing skills Desirable Experience : 5 to 8 years Certifications preferred ITIL,MCSE,MCSA,MCP, CompTIA Security Plus S. N Key Responsibilities % Time Spent 1 To manage, continuously improve and monitor AV services and ensure 100% uptime.

• 50%2 To ensure high standards of end-user computing support. Regular monitoring of tickets and ensuring SLA adherence. Implement process to ensure and continuously improve end user experience while dealing with ITCS and Information Security Operations - 30%3 To provide efficient and glitch-free IT and AV services for events & School level activities organized on campus. Liaise with event in charge of understanding events requirements and provide quality support during the event. Ensuing Successful glitch free delivery of All Events & Sessions - 20%