Lead IT Infrastructure & Support

Job Title: Lead IT Infrastructure & Support
Company: 91 Springboard Business Hub Private Limited
Office Location: Mumbai/Delhi NCR

Position Description:

91 Springboard is seeking an experienced and highly skilled Head of IT Infrastructure & Support to lead the organizations IT infrastructure, technical support, and IT operations and requires experience in designing, implementing, and maintaining cutting-edge technology infrastructure while ensuring top-tier technical support for both internal teams and external members. The ideal candidate will drive innovation, optimize systems for performance, and implement best practices to ensure the reliability, security, and scalability of all IT systems across 91 Springboard’s coworking spaces and managed offices.

As the Head of IT Infrastructure & Support, you will be responsible for overseeing all aspects of IT systems, networks, cloud infrastructure, and technical support services.

Key Responsibilities:

1. IT Infrastructure Management

• Network Design & Optimization: Lead the design, implementation, and optimization of the entire network infrastructure for coworking spaces, including WAN/LAN, SD-WAN, VPN, routing, and access points. Ensure high availability, redundancy, and performance of all network systems.
• Cloud Infrastructure: Manage and optimize cloud environments (AWS, Azure, Google Cloud), ensuring efficient use of cloud resources, cost management, and secure configurations for both internal and member-facing services.
• Data Center & Servers: Oversee on-premises server and storage systems, including virtualization, backup systems, and disaster recovery (DR) planning to ensure business continuity.
• Wi-Fi & Peripherals: Manage enterprise-grade Wi-Fi systems, network devices (routers, firewalls), end-user devices (laptops, desktops, peripherals), and AV systems for events and conference rooms.

2. IT Security & Compliance

• Network Security: Implement and continuously improve security measures to protect the IT infrastructure, including firewalls, IDS/IPS, endpoint protection, access control systems and CCTV solutions.
• Cybersecurity Risk Management: Lead the implementation of security protocols to mitigate vulnerabilities, ensuring the protection of sensitive business and member data. Ensure compliance with regulatory standards such as ISO 27001, GDPR, and SOC 2.
• Incident Response & Disaster Recovery: Oversee the development and execution of incident management procedures, ensuring swift and effective responses to IT security incidents. Lead post-incident analysis and implement improvements to prevent future incidents.
• Compliance & Audits: Ensure compliance with internal policies, industry regulations, and best practices. Support internal and external audits for network, cloud, and security compliance.

3. IT Operations & Technical Support Management

• Support Services Management: Lead the IT support team to ensure effective troubleshooting, resolution of technical issues, and timely service delivery. Ensure high levels of customer satisfaction for both internal employees and coworking members.
• Incident & Problem Management: Oversee IT incident management processes, ensuring that major incidents are effectively handled, root cause analysis (RCA) is performed, and follow-up actions are implemented to prevent recurrence.
• Support Process Optimization: Continuously evaluate and enhance IT support processes to improve response times, service quality, and issue resolution. Implement automation tools to streamline support workflows.
• Service Level Agreements (SLAs): Ensure that SLAs for IT support services are met consistently. Develop and manage KPIs to track the performance of IT support operations.

4. Vendor Management & Procurement

• Vendor Relations: Manage relationships with key IT vendors, service providers, and consultants to ensure service quality, cost-effectiveness, and adherence to contracts and SLAs.
• Contract Negotiation: Negotiate contracts with vendors, ensuring optimal pricing, terms, and service level agreements. Oversee renewals and extensions of existing contracts.
• Procurement Management: Lead the procurement process for IT assets, including hardware, software, cloud services, and network equipment. Ensure the efficient use of resources and manage budgets to optimize costs.

5. IT Strategy, Planning & Execution

• IT Strategy Development: Work closely with senior leadership to develop and execute the organization’s IT infrastructure strategy. Align IT initiatives with business goals and the needs of the coworking spaces.
• Technology Roadmap: Develop and maintain a technology roadmap to drive innovation, ensuring that the infrastructure remains cutting-edge and capable of supporting future growth.
• Project Management: Lead and oversee the planning, execution, and delivery of key infrastructure projects, ensuring they are completed on time, within budget, and in line with business requirements. Manage cross-functional teams to ensure project success.

6. Workplace Technology & Member Experience

• Coworking Space Technology: Ensure the availability and performance of all technology systems supporting coworking environments, including digital signage (Raspberry Pi), AV setups for events, conference rooms, and meeting areas.
• Member-Facing Technology: Optimize the technology experience for members, including ensuring fast and reliable Wi-Fi, member services platforms, and support for customized IT requirements.
• Technology Innovation: Continuously explore and implement innovative solutions that enhance the coworking experience, such as smart office technologies, IoT devices, and automation solutions.

7. Budget & Cost Management

• IT Budgeting: Develop and manage the IT infrastructure and support services budget, ensuring alignment with business goals and financial constraints.
• Cost Optimization: Analyze IT costs and identify opportunities for cost savings through

Qualifications & Experience:

• Education: Bachelor's or Master’s degree in Engineering (Computer Science/IT) or related field.
• Experience: 12+ years in IT infrastructure and support, with at least 5 years in a senior leadership role. Proven experience in managing IT infrastructure for large-scale organizations or coworking spaces.
• Technical Expertise: The ideal candidate will have expertise in networking (routers, switches, firewalls, SD-WAN, VPNs), cloud platforms (AWS, Azure, Google Cloud), and virtualization (VMware, Hyper-V). They should also have a strong background in network security (firewalls, IDS/IPS, endpoint protection) and experience with data centres, server infrastructure, and disaster recovery. Proficiency in IT service management (ITIL) and leading IT projects (e.g., network upgrades, cloud migrations) using methodologies like PMP or PRINCE2 is essential. A solid understanding of SaaS and software lifecycle management is also required. Preferred certifications include AWS, Azure, Google Cloud, Cisco, and security certifications like CISSP or CISM. This role suits a technically skilled leader who can drive innovation while ensuring security and operational efficiency.