1. Service Delivery Management

• Ensure seamless delivery of IT/business services in alignment with SLAs and organisational objectives.
• Develop and implement service delivery frameworks, policies, and procedures.
• Oversee incident, problem, and change management processes to minimise service disruptions

2. Stakeholder Engagement

• Act as the primary point of contact for clients and internal stakeholders regarding service performance and escalations.
• Collaborate with cross-functional teams to understand and address service requirements and feedback.

3. Performance Monitoring & Reporting

• Monitor and analyse service performance metrics to identify trends, root causes, and areas for improvement.
• Create detailed reports on service KPIs and SLAs for management and stakeholders.

4. Team Leadership

• Manage, mentor, and develop service delivery teams, including service desk staff, technicians, and other support roles.
• Foster a culture of continuous improvement and customer focus within the team.

5. Process Improvement

• Identify opportunities to optimise service delivery processes and workflows.
• Lead initiatives to automate repetitive tasks, reduce costs, and enhance user experience.

6. Compliance and Risk Management

• Ensure services are delivered in compliance with relevant regulations, standards, and security policies.
• Mitigate risks by implementing robust service continuity and disaster recovery plans

• End-User Security Strategy & Implementation:
• Develop and implement security strategies to protect end-user devices, including desktops, laptops, mobile devices, and IoT.
• Deploy and manage endpoint protection platforms, including antivirus, EDR (Endpoint Detection and Response), and DLP (Data Loss Prevention) solutions.
• Ensure secure configurations of end-user environments through tools like Group Policy, MDM, and configuration baselines.
• Access & Identity Management:
• Implement and manage secure identity and access management (IAM) systems, including single sign-on (SSO) and multi-factor authentication (MFA).
• Monitor and enhance privilege access controls for end-user systems.
• Incident Detection & Response:
• Monitor security logs and alerts from end-user devices to identify threats and anomalies.
• Lead the response and remediation efforts for security incidents affecting end-user technologies.
• Security Awareness & Training:
• Collaborate with HR and IT teams to deliver end-user security awareness programs, focusing on phishing, social engineering, and secure device usage.
• Regularly test and improve end-user readiness through simulated attacks or vulnerability assessments.
• Collaboration with IT Teams:
• Work closely with IT support and infrastructure teams to ensure seamless implementation of security measures.
• Provide technical guidance on the secure integration of collaboration tools like Microsoft Teams, Zoom, and Google Workspace.
• Compliance & Documentation:
• Ensure end-user security measures align with industry standards and compliance requirements (e.g., GDPR, ISO 27001, NIST).
• Maintain documentation of security policies, configurations, and incident response processes.
• Continuous Improvement:
• Stay updated on emerging threats and vulnerabilities in end-user technologies.
• Evaluate and recommend new tools or practices to enhance end-user security.

1. Sales Enablement Strategy

• Develop and implement a technical sales enablement strategy aligned with business goals.
• Collaborate with sales leadership to identify gaps and create tailored enablement programmes to address technical knowledge and skill gaps.

2. Technical Training & Development

• Design and deliver technical training programmes, workshops, and resources for sales teams.
• Create and maintain sales playbooks, competitive analysis guides, and technical FAQs.
• Conduct hands-on product and solution demonstrations to ensure technical fluency.

3. Content Creation

• Partner with product and marketing teams to create technical sales collateral, including whitepapers, case studies, and presentations.
• Translate complex technical information into easily digestible formats for the sales audience.

4. Sales Support

• Provide pre-sales technical support by assisting with RFPs, client presentations, and technical assessments.
• Act as a trusted advisor to sales teams during customer engagements to address technical questions and concerns.

5. Stakeholder Collaboration

• Liaise with product development, engineering, and marketing teams to ensure alignment of technical sales enablement materials with current offerings.
• Collect and relay feedback from sales teams to influence product enhancements and roadmaps.

6. Metrics & Reporting

• Define and track KPIs for sales enablement programmes to measure their effectiveness and impact on sales performance.
• Continuously evaluate and improve technical enablement initiatives based on performance data.

• Bachelor’s degree in computer science or information technology.
• Proven 3- 6 years of work experience as a desktop support engineer or support technician.
• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Ability to solve complex hardware and software issues.
• Ability to travel and work after hours when necessary.
• Excellent interpersonal skills.
• Good written and verbal communication skills.

• Excellent experience in Azure DevOps, project & organisation settings, build & release pipelines configuration, branching strategy, release and tagging, Microsoft hosted & self-hosted devOps agents and agent pool configuration.
• Deploy updates and fixes, and provide Level 2 technical support
• Build tools to reduce occurrence of errors and improve customer experience
• Develop software to integrate with internal back-end systems
• Perform root cause analysis of production errors and resolve technical issues
• Develop scripts to automate visualization
• Design procedures for system troubleshooting and maintenance
• Guide a team of high-performing software engineers ensuring they are well-engaged, motivated, and contented while achieving their goals.
• Responsible for being the liaison between the CoE and Business to provide project updates, answer questions, and coordinate required testing/deployment.
• Create document libraries, custom lists, and their corresponding features.
• Design and implement RPA, PowerApps and Power Automate solutions.
• Maintain and enhance engagement with business, continuous improvement, and IT partners.
• Promote, enhance, and maintain technical knowledge via benchmarking, seminars, webinars etc.,
• Mentoring & retaining a high-performance team of junior developers
• Assigning team responsibilities/work allocations, maintaining job descriptions, monitoring competency building, tasks, and quality
• Developing performance standards and communicating the Key Result Areas (KRAs)

• Demonstrated skill in using coding standards and being an active participant in code reviews.
• Lead Technical architecture for cutting-edge software solutions for our customers and initiatives for productisation, during sales and delivery phases.
• Expert in automation frameworks such as JUnit, TestNG, Selenium
• UI and/or API-level test automation expertise
• Experience with web service technology like XML, REST, and SOAP.
• Understanding of architectural framework such as TOGAF, MODAF etc.
• Experience in high volume, high throughput web/e-commerce environment
• Experienced in implementing testing and QA frameworks in eCommerce and Web Applications’ domain using Agile methodologies.
• Expertise with web performance infrastructure (CDNs, caching, reverse-proxies) and cloud resources (AWS, Azure).
• Experience with high-performance websites catering to millions of daily traffic.
• Thorough understanding and hands-on experience in developing and enhancing automation testing frameworks.
• Strong troubleshooting and root cause analysis abilities.

• At least 3-6 years of strong development experience required in RPA.
• Hands-on experience with RPA tools and cognitive platforms such as UiPath, Blue Prism, Automation Anywhere, Power Platform / Power Apps etc. UiPath experience is highly preferred.
• 2+ years’ experience in any of the programming languages like C/C++, C#, Python, VB Script, Ruby, Java, JS, and .Net.
• Basic programming knowledge of HTML, JavaScript (or any scripting language).
• Able to design technical specification documents for RPA Projects.
• Experience developing and consuming APIs.
• Experience with Databases (SQL or NoSQL) is often preferred.
• Good Experience in CICD Practices, and iterative development on the Agile-Scrum methodology.
• Experience working with applications on Power Apps Platform
• Power Automate & Power Apps Governance Model & Environment Setup for Development, Managing, Publishing Apps – Desired
• Implement SharePoint solutions in Office365 and Power Platform

• 3-5 years of relevant business experience in Customer Service, Finance and Accounting,  Supply Chain, Sales, Logistics, Industry specific (i.e. Financial Services, CPRD, Logistics etc) or related functions.
• Experience of 5-8 years with at least 2 years working as an Automation Manager/Lead (preferred).
• Must have a thorough knowledge of Client services, products, policies, procedures, and reporting systems.
• Must have at least 3 years of management experience, including demonstrated ability to lead groups of people with varying responsibilities.
• Must have knowledge and working experience of Project Management tools such as MS project and Project Management techniques such as Gantt Chart, Risk Register, Work Breakdown Structure, Kanban Boards etc.
• Must demonstrate a high level of managerial ability, including analytical problem-solving skills, and planning/decision-making abilities.
• Demonstrated analytical experience and utilization of Client reporting systems.
• High level of proficiency with Microsoft Office.
• Good analytical skills and communication skills are required.

•  Need to work with the content writing, web development, social media, graphic design, web development, and social media teams to plan, create, and distribute content.
• Creating and publishing content.
• Responsible for developing content strategies.
• Ensuring content is clearly communicated.
• Ensuring content is consistent across platforms.
• Editing submission according to brand guidelines.
• Implementing SEO best practices to ensure all content ranks well and demonstrates an understanding of its target audience.
• Developing a comprehensive content strategy.
• Must maintain tracker by creating and maintaining a streamlined content calendar.
• Brainstorming the new ideas with the larger creative and marketing team.
• Ensuring compliance with laws and regulations.

• A bachelor’s degree in marketing, Journalism, English, or similar field.
• At least 3 years’ experience working as a content manager.
• Proven managerial skills and experience.
• Exceptional writing and editing skills (particularly technical writing expertise).
• Excellent organizational skills.
• A knack for creativity.
• Experience using popular content management systems and analytics tools (Ahrefs, WordPress, and Google.
• Search Console are a few examples).
• A strong grasp of UX and SEO best practices.
• Some knowledge of web design, including HTML and CSS.
• Basic graphic design skills.

• Provide technical support for end-user devices, including desktops, laptops, mobile devices, and peripherals.

• Troubleshoot and resolve hardware, software, and network-related issues efficiently.

• Install, configure, and maintain operating systems, applications, and security updates.

• Manage user accounts, permissions, and access controls in accordance with IT policies.

• Support Microsoft Office 365, Windows, and other enterprise applications.

• Collaborate with the IT team to implement system upgrades and migrations.

• Ensure compliance with IT security protocols and data protection regulations.

• Maintain accurate documentation of technical issues, solutions, and procedures.

• Provide remote and on-site support as required.

• Understand client requirements and develop customised solutions that align with their business goals.

• Work closely with the sales team to provide technical expertise during the presales process.

• Design end-to-end solutions, including architecture, technical specifications, and integration plans.

• Prepare and deliver compelling presentations, proposals, and demos to clients.

• Conduct technical workshops and discussions to understand client needs and demonstrate solution capabilities.

• Collaborate with cross-functional teams (product, delivery, and operations) to ensure solution feasibility and alignment.

• Support in RFP/RFI responses, providing technical inputs and solution documentation.

• Identify potential risks and mitigation strategies during the solution design phase.

• Stay updated with industry trends, emerging technologies, and best practices to enhance solution offerings.

• Manage the complete bid lifecycle from opportunity identification to proposal submission.

• Develop bid strategies and win themes in collaboration with sales, technical, and delivery teams.

• Coordinate with cross-functional teams to gather inputs, ensuring the timely delivery of high-quality proposals.

• Analyse RFPs/RFIs and client requirements to create compliant and tailored responses.

• Prepare and review proposal content, ensuring clarity, consistency, and alignment with client expectations.

• Conduct risk assessments related to bids and suggest mitigation strategies.

• Track and report bid progress, maintaining documentation and records for future reference.

• Support in pricing strategy discussions and commercial reviews.

• Manage client communications related to bid clarifications and follow-ups.