Service Desk Manager

Service Desk Manager

Position Overview: 

The Service Desk Manager will lead and manage the IT Service Desk operations for a fast-paced FinTech environment, ensuring high availability, security, and seamless support for business-critical applications and platforms. This role is responsible for delivering high-quality service, meeting stringent SLAs, and supporting regulatory and compliance-driven operations.

Roles and Responsibilities: 

• Manage end-to-end Service Desk operations in a 24x7 FinTech environment.
  ● Ensure timely resolution of incidents and service requests, adhering to strict SLAs and OLAs.
  ● Act as the primary escalation point for critical incidents impacting financial platforms.
  ● Drive ITIL-based processes including Incident, Problem, Change, and Request Management.
  ● Collaborate closely with Engineering, DevOps, Security, and Product teams.
  ● Ensure compliance with regulatory, audit, and security standards (ISO, SOC, PCI-DSS, etc.).
  ● Oversee monitoring, alerting, and proactive issue identification for high-availability systems.
  ● Lead major incident management (MIM) and root cause analysis (RCA).
  ● Manage vendor performance and third-party support partners.
  ● Maintain and continuously improve knowledge management and self-service capabilities.
  ● Track service metrics, prepare dashboards, and present insights to senior stakeholders.
  
  

 

 Must Have Skills:

• 10+ years of IT experience, with at least 5 years in Service Desk or IT Operations leadership.
• Strong incident management and crisis handling skills.
• Strong understanding of ITIL frameworks (ITIL v4 preferred).
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
• Experience supporting mission-critical, customer-facing financial systems.
• Excellent stakeholder management and communication skills.
  
  

 Good to Have Skills:

• Experience working in FinTech, BFSI, or high-availability digital platforms.
• Knowledge of cloud environments (AWS/Azure/GCP).
• Exposure to DevOps, SRE, or automation-driven operations.
• Familiarity with compliance and security standards relevant to financial services.
  
  

Key Attributes

• Customer-first and risk-aware approach.
• Ability to operate under pressure in a fast-paced environment.
•  Strong analytical and problem-solving capabilities.
• High ownership and accountability mindset.

Location: 

• Noida

 

About Nomiso:

Nomiso is a product and services engineering company. We are a team of Software Engineers, Architects, Managers, and Cloud Experts with expertise in Technology and Delivery Management. 

Our mission is to Empower and Enhance the lives of our customers, through efficient solutions for their complex business problems. 

At Nomiso we encourage entrepreneurial spirit - to learn, grow and improve. A great workplace, thrives on ideas and opportunities. That is a part of our DNA. We’re in pursuit of colleagues who share similar passions, are nimble and thrive when challenged. We offer a positive, stimulating and fun environment – with opportunities to grow, a fast-paced approach to innovation, and a place where your views are valued and encouraged.

We invite you to push your boundaries and join us in fulfilling your career aspirations!

We are an equal opportunity employer and are committed to diversity, equity, and inclusion. We do not discriminate on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristics.