Information Technology Manager

Job Description :

Job Summary

We are looking for an experienced IT Manager / Head of IT to lead the organization's technology, infrastructure, cybersecurity, applications, systems, and overall IT operations.

The ideal candidate will have strong experience managing IT environments within a process-driven international organization, preferably a KPO, BPO, ITES, GCC, or shared-services environment supporting clients and employees across the USA, UK, Canada, and/or Australia.

The role requires a strategic yet hands-on technology leader capable of ensuring reliable IT operations, strong cybersecurity, scalable infrastructure, business continuity, and technology enablement for a rapidly growing organization.

Key Responsibilities

IT Infrastructure & Operations

• Lead and manage the organization's complete IT infrastructure and day-to-day IT operations.
• Manage servers, networks, cloud infrastructure, endpoints, communication systems, and IT assets.
• Ensure high availability, reliability, scalability, and performance of critical IT systems.
• Establish and monitor IT service standards, SLAs, response times, and support performance.
• Build and manage an effective IT helpdesk and technical support function.
• Ensure smooth IT operations across multiple teams, departments, and locations.

IT Operations for 500+ Employees

• Manage technology infrastructure supporting a workforce of 500+ employees.
• Plan IT capacity and infrastructure requirements to support business growth.
• Ensure efficient onboarding and offboarding of employees from an IT perspective.
• Implement standardized IT processes for user provisioning, access management, hardware allocation, and support.
• Maintain appropriate IT asset inventories and lifecycle management.

Cybersecurity & Data Protection

• Lead the organization's cybersecurity strategy and information security initiatives.
• Implement and monitor endpoint security, access controls, identity management, network security, antivirus/EDR, firewalls, and data protection measures.
• Establish security policies, procedures, and controls aligned with international client expectations.
• Conduct regular vulnerability assessments, security reviews, and risk assessments.
• Monitor and respond to security incidents and ensure appropriate corrective actions.
• Ensure protection of sensitive client, employee, financial, and business data.

Cloud, Network & Systems Management

• Manage cloud platforms, network architecture, connectivity, VPNs, firewalls, servers, and related infrastructure.
• Ensure secure and reliable connectivity for employees and international operations.
• Monitor system performance and proactively address infrastructure issues.
• Evaluate and implement scalable technology solutions aligned with business requirements.
• Manage system upgrades, migrations, integrations, and technology implementations.

Applications & Business Systems

• Oversee business-critical applications including ERP, CRM, HRMS, communication, collaboration, and productivity platforms.
• Ensure applications are properly implemented, integrated, maintained, and supported.
• Work closely with business teams to understand technology requirements.
• Evaluate new software and technology solutions to improve operational efficiency.
• Manage application access, licensing, integrations, and user support.

Business Continuity, Backup & Disaster Recovery

• Develop and maintain robust business continuity and disaster recovery plans.
• Ensure critical systems and data are regularly backed up and recoverable.
• Establish appropriate RPO/RTO standards for critical applications and infrastructure.
• Conduct periodic disaster recovery testing and preparedness exercises.
• Ensure business operations can continue during technology failures or disruptions.

IT Governance, Policies & Compliance

• Develop and maintain IT policies, SOPs, standards, and governance frameworks.
• Establish appropriate IT controls and documentation.
• Ensure compliance with contractual and security requirements of international clients.
• Support audits, security assessments, client due diligence, and compliance reviews.
• Maintain appropriate records related to IT assets, access, incidents, risks, and controls.

Vendor & Technology Management

• Manage IT vendors, service providers, technology partners, and consultants.
• Evaluate vendors and negotiate commercial terms, contracts, SLAs, and service agreements.
• Manage IT procurement, licensing, hardware, software, and infrastructure requirements.
• Monitor vendor performance and ensure adherence to agreed service standards.
• Develop and manage the IT budget while optimizing technology investments.

Business Growth & Technology Enablement

• Partner with senior management to align IT strategy with business objectives.
• Support rapid organizational expansion, new office setups, and new client onboarding.
• Develop technology plans to support workforce growth and operational scalability.
• Identify opportunities for automation, digital transformation, AI, and technology-driven productivity improvements.
• Lead technology projects that improve efficiency, security, employee experience, and business performance.

Team Leadership

• Lead, mentor, and develop the internal IT team.
• Define roles, responsibilities, KPIs, and service expectations.
• Build a culture of accountability, responsiveness, security awareness, and continuous improvement.
• Manage IT staffing requirements in line with organizational growth.
• Provide technical and strategic guidance to team members.

Required Skills & Experience

• 10+ years of overall IT experience, with significant experience in managerial or leadership roles.
• Proven experience managing IT operations supporting 500+ employees.
• Experience in KPO, BPO, ITES, GCC, shared services, or international service organizations is highly preferred.
• Experience supporting operations serving clients in the USA, UK, Canada, and/or Australia.
• Strong knowledge of IT infrastructure, networking, cloud, cybersecurity, systems, and applications.
• Strong understanding of IT governance, policies, controls, and compliance.
• Experience with business continuity, backup, disaster recovery, and incident management.
• Strong people-management and vendor-management capabilities.
• Excellent problem-solving, decision-making, and project-management skills.
• Strong communication skills with the ability to work effectively with senior management and international stakeholders.

Preferred Candidate Profile

The ideal candidate should be:

• A strategic and hands-on IT leader with strong operational ownership.
• Experienced in managing technology environments supporting large-scale, process-driven organizations.
• Strong in cybersecurity, infrastructure, cloud, systems, and IT governance.
• Comfortable working in a fast-growing and international business environment.
• Capable of balancing technology strategy with day-to-day IT execution.
• Strong in stakeholder management and communication with senior leadership and international clients.
• Commercially aware with strong vendor, procurement, and budget-management skills.
• Proactive, structured, analytical, and focused on continuous improvement.

Experience : 10 - 12

Timing : 10:00 AM - 7:00 PM

Working Shift : Day Shift (Onsite)

Job Type : Full Time

Category : Business Development

Salary : Best in industry

Skills : Excellent Communication

Keywords : IT Leadership | IT Management | Head of IT | IT Operations | KPO | BPO | ITES | GCC | Shared Services | Infrastructure Management | Network Management