About this role
IT Infrastructure & Operations Management
• Manage and support the organization's IT infrastructure, including: End User Services (EUS) /LAN, WLAN, and Voice Networks /WAN Connectivity / Servers, Storage, and Backup Infrastructure / Collaboration Infrastructures – Audio Video Conference Facilities. • Ensure high availability, performance, and reliability of IT systems and services. • Monitor infrastructure health and coordinate proactive maintenance activities as well as upgradation/modernization initiatives. • Manage server room infrastructure and associated technology assets. • Ensure adherence to IT operational standards, procedures, and best practices. IT Service Management (ITIL)
• Apply ITIL framework principles for effective IT service delivery. • Manage Incident, Service Request, Problem, Change, and Service Level Management processes. • Ensure all incidents and service requests are resolved within agreed Service Level Agreements (SLAs) with the support partner. • Monitor service performance metrics and drive continual service improvement initiatives. • Conduct periodic service reviews with internal stakeholders and support partners. • Maintain service availability and ensure business-critical services meet uptime targets. Network & Communication Services
• Coordinate with service providers for WAN and Internet connectivity. • Oversee network performance, capacity planning, and availability management and proactively initiate for upgradation of the capacity. • Ensure seamless communication services. (Voice & Data) Cyber Security & Information Security
• Coordinate with Corporate Cybersecurity and Information Security teams to ensure compliance with organizational security standards. • Support management of: • Firewalls / Network Gears / Endpoint Security / Vulnerability Assessments / Security Patching • Access Management Controls / Security Compliance Requirements
• Promote information security awareness and good cyber hygiene practices among users. • Participate in internal and external Information security audits. SAP & Enterprise Applications
• Provide coordination and support for SAP and other business applications. • Work closely with business users to manage incidents, enhancements, and change requests. • Participate in application upgrades, testing, deployment, and user adoption activities. • Support integration initiatives involving SAP and other business applications. Disaster Recovery & Business Continuity
• Support Disaster Recovery (DR) planning, testing, and execution. • Maintain IT recovery procedures and disaster recovery documentation. • Participate in Business Continuity Planning (BCP) activities. • Coordinate periodic DR drills and closure of identified improvement actions. IT Governance, Risk & Compliance
• Ensure compliance with IT policies, standards, and governance frameworks. • Support implementation and maintenance of: • ISO 27001:2022 Information Security Management System (ISMS) • ISO 22301:2019 Business Continuity Management System (BCMS) • ISO 27031 ICT Readiness for Business Continuity
• Maintain documentation, audit records, risk registers, and compliance evidence. • Participate in internal and external audits and support closure of observations. Vendor & Contract Management
• Manage relationships with IT vendors, OEMs, service providers, and system integrators. • Monitor vendor performance against agreed SLAs and contractual commitments. • Conduct periodic vendor reviews and identify service improvement opportunities. • Ensure proactive renewal and management of support contracts, licenses, and subscriptions. IT Asset & Inventory Management
• Maintain accurate inventory of IT hardware, software, and network assets. • Ensure effective asset lifecycle management from procurement to retirement/Disposal as per the organization’s policy. • Conduct periodic audits and reconciliation of IT assets. • Ensure compliance with software licensing requirements. • Periodic Reconciliation of IT assets with CMDB for ensuring single version of truth for both Hardware/Software inventory. IT Budgeting & Procurement
• Support preparation and monitoring of annual IT CAPEX and OPEX budgets. • Initiate procurement activities in line with approved budgets and business requirements. • Coordinate with Procurement, Finance, and other cross-functional teams for timely acquisition of IT products and services. • Track budget consumption and provide periodic expenditure reports. • Coordinate with Finance for: • Asset Capitalization / Asset Transfer / Asset Disposal • Financial Compliance and Audit Requirements
Digital Transformation & IT Projects
• Actively contribute to Digital Transformation initiatives. • Prioritize business demands and translate them into actionable IT initiatives. Administrative Tasks
• PR Creation for the procurement of IT Assets/Consumables/AMC’s & others & Coordination with Techno Commercial Team for the timely release of PO/SO. • Tracking of the AMC/Warranty – proactively initiating for the renewal of the AMC’s before the expiry date. • Coordination with Vendor for the delivery/Stores for issuance and other related processes. • Invoice & other related documents processing and coordination with cross functional team for the timely release of payment to the vendor. • Gate Pass Creation/approval as per the DOA - for the asset movement/tracking/closure. • SIM card management – Coordination with Telecom Service Provider/Document Processing/ activation/deactivation of SIM’s./Porting in/Porting out of SIM cards. • Coordination with Internet Service Providers/Telecom Tower partners/Internal cross functional teams for the entry passes/work permits. • Ensuring the agreement with the Telecom Tower partners are done proactively before the expiry of the rental agreement and it is followed as per the agreement. • Ensure Safety Adherence during day to day IT operation/Projects/Service Providers – Internet/Telecom/Cabling vendors work.
• 5-10 Years of expereince • BE / B Tech Computer Science/ MCA / M.Sc – IT • Additional Certifications - ITIL / Microsoft Certification / CCNA / PMP / SAP functional consultant / Lead Auditor – ISO 27001