Engineer- End User

Experience: 3 - 8 years
Job Location: New Delhi
Number of positions: 2

Job Designation: Lead- End user services

Experience – 3-8 years

Qualification: Any Graduate/UG


As the End User Service Lead, you will play a pivotal role in ensuring seamless and efficient technology support to our organization’s end users. You will be responsible for overseeing the end-to-end delivery of technical assistance, troubleshooting, and user-focused solutions. Your leadership will contribute to enhancing user satisfaction, productivity, and the overall technology experience within the organization.

Key Responsibilities:

Team Leadership:

∙ Lead and manage a team of end user support professionals, fostering a positive and collaborative work environment.

∙ Provide mentorship, guidance, and performance feedback to team members to optimize their skills and contributions.

Service Delivery:

∙ Coordinate and monitor the delivery of end user support services, ensuring timely response and resolution of technical issues.

∙ Establish and enforce service level agreements (SLAs) to meet user expectations and maintain service quality.

Technical Problem Solving:

∙ Oversee the diagnosis and resolution of complex technical issues faced by end users, utilizing your expertise and team resources.

∙ Identify recurring issues and work towards proactive solutions to prevent future incidents.

Continuous Improvement:

∙ Collaborate with cross-functional teams to identify opportunities for service improvement, process optimization, and technology enhancements.

∙ Drive initiatives to enhance the overall end user experience and streamline support workflows.

Stakeholder Engagement:

∙ Interact with internal stakeholders, departments, and leadership to understand technology needs and align support services accordingly.

∙ Communicate technical information effectively to non-technical stakeholders.

Documentation and Reporting:

∙ Maintain accurate documentation of support procedures, troubleshooting steps, and solutions for reference and training purposes.

∙ Generate regular reports on service performance, user satisfaction, and issue trends.

Vendor Management:

∙ Collaborate with technology vendors to ensure timely delivery of required hardware, software, and services for end user support.

∙ Evaluate vendor performance and negotiate contracts as needed.

Company Profile:

We are a Digital Airport Company, and we transform Airports and its related experiences through Digital Interventions and with a strong service culture. As a leader in this space, we deliver world-class Airport Services focused on Airports and their related domains enabled through Technology Solutions, IT Operations, and Digital services. We provide end-to-end IT Concession at airports through which we have built significant experience in this sector over the past few years.

We have a strong and stable client portfolio which we aim to leverage and grow the Services portfolio and Services Business. This includes but is not limited to IT Managed Services and a couple of Services/Products. We are building digital and transformation capabilities to complement the IT Managed service to create value for our customers. The current leadership of the company has both domestic and global experience in building and running high performance Digital First, Service organizations and over 20+ years in the ITES sector.

As we embark on taking WAISL to the next level and we focus on – larger revenue, a larger customer base (Growth Engine), enhanced portfolio (Managed Services, New Digital Services/Products, Airport Services Platform etc.) and building a strong Digital Team backed by a strong Engineering DNA of the Organization (People, System Engineering).  Current revenues are at approx. US $50 million, largely secured by long-term contracts. Vision is to scale it up to $500 Mn in the next 5 years with a client portfolio of both domestic and global airports and related adjacencies.

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