Senior Service Ops Manager II

Key Responsibilities 1. IT Service Operations Own IT service desk and field support (L1/L2/L3) across warehouses and PODs, with defined SLAs for incidents, requests, and changes. Run ITSM processes (incident, problem, change, request) using a standard ITSM tool. Drive root-cause analysis for repeat failures. Build a 24x7 or shift-based support model aligned to warehouse operating hours and peak-season demand by partnering with central IT Helpdesk.  Own business continuity and DR readiness for site IT, including peak-event planning (festive sales, promotions, high-volume days). 2. Warehouse and POD Technology Operations Ensure availability and performance of site technology: LAN/Wi-Fi, ISP links and SD-WAN, RF scanners, handheld terminals, label/thermal printers, weighing and sorting systems interfaces, billing/POS, CCTV, biometric/attendance, and access control. Support go-lives, expansions, and closures of warehouses and PODs: site surveys, IT bill of materials, rack and cabling standards, vendor mobilisation, and handover. Target repeatable, templatised site launches. Coordinate with Warehouse Operations, Supply Chain, and WMS/OMS/TMS application teams to resolve technology issues affecting inbound, putaway, picking, packing, and dispatch. Define site-level monitoring and proactive alerting for network and device health. 3. IT Asset Management (ITAM) Own the end-to-end asset lifecycle: procurement coordination, tagging, deployment, tracking, refresh, repair, retirement, and secure disposal (e-waste compliant). Maintain an accurate CMDB/asset register for laptops, desktops, mobile and handheld devices, printers, network and surveillance equipment, and peripherals across all locations. Run periodic physical audits and reconciliations. Drive asset loss, damage, and shrinkage down. Manage spares pools, buffer stock, and repair/replacement turnaround at site and regional hubs. Support software and licence compliance along with Finance and Procurement for asset cap