Fiserv Looking for Advisor, IT Services Management at Pune, Maharashtra, India Full Time

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Advisor, IT Services Management

Role Objective

Fiserv is looking for Operational Manager who will join End User Computing team within FTS. This role will make a major contribution to IT EUC Operations success by managing the EUC team and providing infrastructure and EUC support to various EUC related issues.

As a technical expert & Operational Expert, work closely with technical leads, project teams, Product owners, Testing teams and Operation teams to build and implement end-to-end Infrastructure and EUC functionalities.

There must be an intense focus on improving systems availability and resilience through, High Availability solutions, standardization and automation.

Position Overview: We are seeking a highly skilled and experienced IT Tech Lead with expertise in operations management, end user support, and AV (Audiovisual) support. As the IT Tech Lead, you will be responsible for overseeing and coordinating the day-to-day IT operations, providing technical support to end users, and managing AV systems within our organization. This role requires strong leadership abilities, technical proficiency, and a customer-centric approach.

Responsibilities

IT Operations Management:

• Develop and implement IT policies, procedures, and standards to ensure smooth and efficient operations. This includes areas such as network infrastructure, server management, system backups, cybersecurity protocols, and AV systems.
• Oversee the maintenance and security of IT systems, including hardware, software, networks, infrastructure, and AV equipment. Ensure that all systems are up-to-date, properly patched, and compliant.
• Manage IT assets and inventory, including AV equipment, ensuring appropriate documentation, tracking, and efficient utilization of resources.
• Collaborate with cross-functional teams to identify and address IT operational needs and improvements. Work closely with department heads to understand their technology requirements and implement solutions that enhance productivity, efficiency, and AV capabilities.

End User Support

• Serve as a technical escalation point and provide expert-level support to end users. Troubleshoot and resolve complex technical issues, ensuring timely resolution and customer satisfaction.
• Coordinate and prioritize end user support requests, ensuring efficient ticket management and adherence to service level agreements (SLAs).
• Conduct root cause analysis of recurring issues and implement preventive measures to minimize future incidents.
• Collaborate with internal and external technical teams for advanced troubleshooting and issue resolution.
• Develop and deliver end user training programs, workshops, and documentation to enhance self-service support and promote technology adoption, including AV systems.

AV Support

• Manage and maintain AV equipment and systems, including projectors, displays, audio systems, video conferencing solutions, and related infrastructure.
• Provide technical support for AV setups, including troubleshooting connectivity, audio/video quality, and integration with other IT systems.
• Train end users on operating AV equipment and provide documentation for reference.

Team Leadership

• Lead a team of IT support professionals, including AV support technicians, providing guidance, coaching, and performance management. Set clear expectations, monitor team performance, and provide regular feedback to ensure the team’s success.
• Foster a positive and collaborative work environment, promoting professional development and knowledge sharing. Encourage continuous learning and stay updated with the latest technology trends and industry best practices.
• Delegate tasks and responsibilities to team members, ensuring efficient allocation of resources. Coordinate work schedules, prioritize projects, and manage workload distribution to ensure timely delivery of IT services, end user support, and AV support.

Vendor Management

• Collaborate with external vendors to procure IT and AV equipment and services, ensuring cost-effectiveness and quality. Evaluate vendor proposals, negotiate contracts, and establish strong vendor relationships.
• Monitor vendor performance, adherence to SLAs, and customer satisfaction. Address any concerns or issues and escalate as necessary.
• Coordinate vendor activities and act as the main point of contact for vendor-related issues. Ensure that vendors deliver services and support as per contractual obligations.

IT Strategy And Planning

• Contribute to the development and execution of the IT strategy, aligning it with business objectives. Collaborate with senior management and stakeholders to identify technology needs, opportunities, and risks.
• Participate in budget planning and monitoring, ensuring effective utilization of IT resources. Provide input on technology investments, upgrades, and enhancements, including AV systems.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in IT operations management, with a focus on end user support and AV support. A minimum of X years of relevant work experience is required.
• Strong technical knowledge across a wide range of IT systems, including hardware, software, networks, and AV equipment. Familiarity with Microsoft Windows and Office Suite.
• Experience in managing and supporting AV equipment and systems, including projectors, displays, audio systems, video conferencing solutions, and related infrastructure.
• Strong troubleshooting skills and ability to resolve complex technical issues.
• Demonstrated leadership abilities, with experience in managing and developing IT support teams. Proven ability to motivate and inspire team members, foster a collaborative environment, and drive results.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users. Active listening skills to understand user needs and provide appropriate solutions.
• Strong customer service orientation and a commitment to delivering high-quality support. Ability to empathize with end users, exhibit patience, and maintain a professional and positive attitude even in challenging situations.
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment. Strong organizational and time management skills.
• Relevant certifications (such as ITIL, CompTIA A+, or AVIXA CTS) are a plus.

If you are a highly motivated IT professional with expertise in operations management, end user support, and AV support, we encourage you to apply. Join our team and play a key role in driving the success of our IT operations, ensuring exceptional end user support, and maintaining seamless AV systems for meetings and events.

Thank You For Considering Employment With Fiserv. Please

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What You Should Know About Us

Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE™ 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

Our Commitment To Diversity And Inclusion

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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