IT Assistant Manager

UpGrad

6-10 Years

Pune, India

Posted 3 hours ago
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Job Description

Job Summary

The IT Manager Operations is responsible for managing the organization's day-to-day IT operations, ensuring the availability, security, and efficiency of IT infrastructure, enterprise applications, and end-user support services. The role includes managing IT assets and inventory, administering Google Workspace and other business platforms, overseeing ServiceDesk Plus (SDP) operations, and leading the IT support team to deliver reliable IT services across the organization.

Key Responsibilities

IT Operations Management

Ensure smooth day-to-day IT operations across all business locations.
Monitor and maintain the availability, performance, and security of IT infrastructure and enterprise applications.
Develop and improve IT operational processes, SOPs, and best practices.
Coordinate with internal stakeholders and external vendors to resolve operational issues and implement improvements.

Infrastructure Management

Manage and monitor the organization's IT infrastructure, including:
Network devices (LAN/WAN, Wi-Fi, VPN, Firewall)
Servers (Physical and Cloud)
End-user devices (Laptops, Desktops, Printers, etc.)
Endpoint security and backup solutions
Ensure high availability, security, and performance of all IT systems.

Google Workspace Administration

Manage and administer the Google Workspace environment.
Handle user provisioning, de-provisioning, and access management.
Configure and manage Gmail, Drive, Calendar, Groups, Shared Drives, and other Google Workspace services.
Manage security policies, MFA, organizational units, and data retention policies.
Monitor storage utilization and license allocation.
Troubleshoot Google Workspace-related issues and coordinate with Google Support when required.
Support email migrations and Google Workspace integrations with business applications.

Business Application Administration

Manage and support business-critical platforms, including:

Tata Smartflo
Truecaller Business
ERP Applications
Callyzer
ServiceDesk Plus (SDP)
Other SaaS applications used across the organization

Responsibilities include:

User account management
License administration
Platform configuration
Vendor coordination
Troubleshooting and issue resolution
Performance and usage monitoring

Service Desk & IT Support

Monitor and manage IT support tickets through ServiceDesk Plus (SDP).
Ensure timely assignment and resolution of tickets within defined SLAs.
Review ticket trends and implement preventive measures.
Publish regular service desk performance reports.

IT Asset & Inventory Management

Manage the complete lifecycle of IT assets, including procurement, allocation, tracking, maintenance, and disposal.
Maintain accurate hardware and software inventory records.
Conduct periodic inventory audits and reconciliation.
Ensure software license compliance.

Team Management

Lead, mentor, and manage the IT Operations and Service Desk team.
Allocate tasks, monitor workloads, and review team performance.
Conduct regular training and knowledge-sharing sessions.
Drive continuous improvement and ensure adherence to IT policies and standards.

Vendor & License Management

Manage relationships with hardware, software, internet, and service vendors.
Track AMCs, warranties, software subscriptions, and license renewals.
Ensure timely renewals and cost optimization.

Information Security & Compliance

Implement and enforce IT security policies and best practices.
Manage user access controls and endpoint security.
Coordinate backup verification, patch management, and security updates.
Support internal and external IT audits.

Reporting & Documentation

Prepare weekly and monthly IT operations reports.
Track KPIs, SLA compliance, and operational metrics.
Maintain documentation for infrastructure, systems, inventory, and operational procedures.

Required Qualifications

BE/ B Tech/MCA
6–10 years of experience in IT Operations, Infrastructure, or End-User Computing.
Minimum 2–3 years of experience managing an IT support or operations team.

Technical Skills