Job Purpose:
This role is responsible and accountable for the betterment and smooth running of the IT system, managing IT Infrastructure and implementation and maintenance of company's requirements which includes but not limited to Cloud subscriptions, Data center, network, servers, telephony (SIP), assets and storage. This role also demands vendor management, service desk management, creating and implementing policies and procedures for smooth IT support to business, and internal Customer Satisfaction.
Responsibilities & Tasks:
Strategic IT solutions
- Formulating overall strategy and policy for an effective and efficient IT function
- Researching on new technological advances as part of a larger strategic initiative to enable innovation and improve competitiveness.
- Implementing IT best practices, defining appropriate Key Performance Indicators (KPIs) and Service Levels; being responsible for team performance against those targets
- Partnering with key business stakeholders to define and implement technology solutions that promote a high level of customer service and cost effectiveness.
- Developing the application, technology, infrastructure and client architectures to support the business objectives.
- Developing partnerships with strategic vendors and service providers, so as to ensure effective management of IT services.
- Developing and implementing a comprehensive strategy and roadmap for integrating and managing the company's IT services and those supporting new enterprise-wide initiatives.
- Finding out opportunities for new or advanced technology and automation
IT Operation Management-
- Ensuring effective management of IT operations effectiveness by ensuring that the necessary foundational technology and infrastructure is in place.
- Ensuring that effective incident and problem management practices are established and followed. Continually evolve toward the goal of increasing uptime and client productivity.
- Overall management of Support Help Desk, as the preferred first point of contact for all employees seeking technology-related information or support, resolving queries that are escalated by team.
- Overseeing the provision of technology, i.e., laptops, desktops, tablets, etc., to the employees, ensuring that users are able to perform their duties with the appropriate technology functioning at its highest level.
- Managing all aspects of Telephony as well as Audio Visual (AV) technology.
- Ensuring compliance in all areas involving IT, including, but not
limited to hardware, software, telephone, licenses.
Risk management and BCP-
- Taking overall responsibility of IT security and risk management. including cyber security, and compliance to the overall Enterprise Risk Management plan.
- Developing, implementing and maintaining a fully tested comprehensive Disaster Recovery and business continuity Plan.
IT budgets-
- Developing and managing department IT budgets
- Negotiating with Vendors and service providers
Team Management-
- Coordinating and monitoring the IT team on day-to-day activities
- Setting targets for the team and the team members
- Allocating assignments and proper resources
- Handling conflicts and setting priorities for the team members
- Hand holding, guiding, supporting and training of team members on current practices and changes, whereverapplicable
- Motivating the team members to perform better.
Skills, Certification & Competencies:
Technical-
Working experience on Cloud platform that include Azure, Amazon, Google, Virtual Technology e.g. VMWare, Hyper V etc. Microsoft O365, Active Directory, IP PBX & VOIP Network, Hands on experience on Cisco Switches, Routers and Firewalls. Deep understanding of Networking technology. Technical knowledge of various Microsoft domain such as Active Directory; Active Directory Shell Scripting / Scripting programming; MS SharePoint management; MS Teams; SIP protocol; Windows Server roles and features; Networking knowledge of switching and routing; firewall functionality and rules configuration; knowledge on security domain
Certification-
The certification that includes but limited to ISO 270001; Microsoft MCSA; MCSE; MCSD; Cisco CCNA / CCNP etc. will be of added advantage.
Behavioral-
Conflict management, Negotiation, Problem solving, Decision making, Vendor management, Time management, Presentation skills.
Experience:
Experience of 10+ years
Education:
Degree holder with IT specialization, Master's degree in management preferred, MCA.
