[ref. z20030117] Senior Analyst - Tech - Gurgaon

About Our Client

Mishcon Global Capability Centre provides operational assistance to the Group.

Job Description

Tech Service Delivery

Provide onsite Tech support and service delivery for the Gurgaon GCC, ensuring high availability, performance, and security of Tech systems:

• Troubleshoot and take ownership all 1st and 2nd line tickets following MdR's Incident Management and Request fulfilment process.
• Provide deskside Tech support including AV.
• Set up and re-build hardware, including laptops, mobile phones and printers when required.
• Be the contact for all Tech issues within the GCC and co-ordinate when needed with the MdR London Tech team for any escalations.
• Manage Tech assets and local vendor relationships for seamless service delivery.
• Ensure a robust cybersecurity posture, protecting data integrity and mitigating risks.

• Co-ordinate with the MdR Tech team with infrastructure setup, including network, servers, cloud services, and end-user computing.
• Drive digital transformation initiatives to enhance efficiency and productivity within the GCC.
• Ensure integration and alignment with Mishcon de Reya's global Tech framework and best practices.

• Manage external Tech service providers, ensuring SLAs are met and vendor performance is optimized.
• Collaborate with global Tech teams to implement technology solutions and security measures.

• Enforce Tech policies, compliance standards, and regulatory requirements, including GDPR and ISO27001.
• Conduct periodic Tech audits, risk assessments, and security training for employees.

• Strong analytical and problem-solving skills with a proactive approach to Tech challenges.
• Ability to prioritise issues in line with business imperatives
• Excellent communication and stakeholder management skills.
• Hands-on experience in cloud computing, cybersecurity, and enterprise applications.
• Good understanding and experience of:
• Windows 11
• Active Directory
• Azure
• DNS
• DHCP
• Networking Technologies
• Exchange Online & Office 365
• Office 365
• DMS (iManage Cloud)
• PMS (Aderant / Expert Time)
• Mobile Devices (iPad, iPhones, Android)
• Intune
• Printer maintenance
• MS Office Templates (Outline or similar product)
• Remote access (Azure Virtual Desktop / AOVPN)
• 2FA / MS Authenticator
• Freshworks call logging system
• Excellent communication and stakeholder management skills.
• Hands-on experience in cloud computing, cybersecurity, and enterprise applications.
• Ability to work independently, manage multiple priorities, and drive results in a dynamic environment.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4-6 years of experience in Tech support, service management, and Cloud infrastructure operations.
• Hands-on experience in Tech support including providing hardware and troubleshooting to a high 2nd line level in a professional services environment.
• Strong project management skills, with experience in Microsoft Azure and process improvements.
• Certifications in Service Management (ITIL), Microsoft Azure (MCSA), or cybersecurity (e.g., CISSP, CISM) are preferred.
• Proven ability to manage stakeholders, vendors, and cross-functional teams promptly in a demanding environment.

What's on Offer

Along with competitive reward packages, benefits and a range of mentorship and coaching programs, we have developed a performance and development framework which is designed to support your career aspirations through regular development conversations and feedback.

We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk about hybrid working.