Job Description

As a Manager of IT Operations, this position will be responsible for managing a team of IT support staff who provide IT support and assistance to our employees globally.

Roles and Responsibilities:

• Provide direct leadership to 10+ staff members located in Mumbai, Bangalore and Pune while serving as a role model and mentor to the IT staff performing IT Operations 24/7. 
• The team would be responsible for Office 365 L3 Administration, Desktop, Laptop, Assets / Inventory management Wi-Fi, network, printer, endpoint security – such as AV, DLP & hardening the OS.
• Will manage all service requests, incidents and problems through ticket portal. 
• Will be the L3 escalation point for all requests and incidents and personally responsible for managing and coordinating urgent and complicated support issues.
• Determines the root cause of incidents and implement corrective and preventive action and communicates appropriately to internal customers.
• Continuously improve and automate repeated process / IT Support
• Recommend and Implementation of new technology which improves productivity of both IT staff and end users. (Innovative, problem solver, critical thinking).
• Analyze business requirements and drive collaboration with other IT Leaders to drive technical solutions for those requirements.
• Manages the process for communicating outage/emergency activities to the organization.
• Provide monthly, quarterly and on-demand as needed reporting on IT operational metrics.
• Provide vendor and consultant analysis and recommendations as required.
• Manage vendor relationships to establish high levels of service delivery across all IT Operations.
• Procurement of IT assets as per standard norms and guidelines provided by the organization.
• Manage global software licenses (from OS to apps) to ensure high levels of compliance and cost efficiency.
• Establish and define appropriate hardware asset tracking systems, tools, and processes.
• Management and escalation to ISP and other services with adherence to SLA.
• Implement and manage all IT security recommendations provided by InfoSec team.
• Management of IT Documentation and records against compliance and Information security audits.
• MIS Preparation and providing data for IT Budget. (Capex / Opex).
• Recommend and advise on team structure and hiring
• Managing windows Active Directory / Azure AD, Intune, SharePoint would be added advantage.

Job Requirement

Skills and Experience Required:

• Should have 8-10 years of experience in IT Support in a Technology company and should have at least 3-4 years of experience in a managerial position.
• Should have strong knowledge of Office 365 L3 Administration, Desktop, Laptop, Assets / Inventory management Wi-Fi, network, printer, endpoint security – such as AV, DLP & hardening the OS.
• Excellent knowledge of technical management, information analysis and of computer hardware/software systems
• Hands-on experience with computer networks, network administration and network installation
• Very good at people management 

Education Qualification: Should have Bachelor in Computer Science or similar field