Deputy General Manager- Infra Tech Support

Designation: Deputy General Manager

Base Location: Navi Mumbai

Reporting to: Head Infra/Head IT

Key Role Responsibilities:

• BU all IT Infrastructure up keep and SLA.
• Ensure technology to execute GSC IT Operations.
• Monitor and maintain technology to ensure maximum access; and high availability of systems
• Strong Network / Hardware support
• Maintenance and administration of User Access, Privilege and Role
• Documentation, Change Request, Incident Management and Enhancement.
• Overall GSC IT Infra and software system availability 99.9%
• Support service respond to user complaints as per defined SLAs
• Users satisfaction level to 99%.
• Support Project Implementation to be delivered on time & cost.

Role Purpose:

• Overall responsible for the Global Shared Service(GSC) IT Infrastructure and all related legal and statutory documents for the IT for the GSC.
• Responsible for preparation of Budget in consultation with team members at site.
• Should be team leader for site & ensure support to all team members.
• Attend all GSC related events and functions including HOD meeting and all Audits related to GSC in consultation with team.
• Implement and monitor adherence to the IT Policies and Procedures.
• Establish and monitor quality parameters to ensure the accuracy and security of all IT systems.
• Manage and control the implementation of new IT systems, and the ongoing refinement of existing systems with multiple stakeholders like Finance from all Global BUs, Freight Forwarding, Marine Services, DPW Engineering and Human Resources for all BUs.
• Work with Operations management to determine, define and deliver required system functionalities. Monitoring KPIs and Service desk along with defined Service level (SLA)
• Proactive liaison with other departmental Managers and all stakeholders to ensure IT support of their business requirements.
• Liaison with software and hardware suppliers to ensure reliable and cost effective service and support.
• Manage the IT expense budget to ensure conformance of costs to plan.
• Implement all security standard of Dpworld which includes virus protection, Data Loss Prevention(DLP), all other security software and features along procedures for management of entire system at GSC.
• Maintain current knowledge on IT trends and developments as applicable to the transport industry, and translate these into practical solutions for BU.
• Ensure 100% system availability, and 24/7 support of GSC team to ensure the highest standards of availability, resilience, integrity and performance required for Network, security, all application used at GSC along with integration with various systems.
• Monitor and ensure the proper documentation of the manuals, project documents, change requests etc and approve the final versions.
• Management and maintenance of back-ups as per DPWorld standard for all network equipment and Audio video equipment installed at GSC.
• Maintain the access matrix for the software deployed at GSC.
• Provision of support and assistance to network team in the maintenance of Network infrastructure. Co-ordinate and Support the billing and other application used at GSC to be available to the users without any issues.
• Work on GSC Process improvements and Enhancement recommendations to see that users are satisfied about the IT support.
• Manage Security and Service desk with help of IT team at Site.
• Monitor daily call log for GSC with help of IT Support team.
• Plan the improvement project for GSC, which includes writing the requirements in consultation with team from various BU working at GSC.
• Monitor SLA and submit the monthly performance of SLA reports.
• Establish and maintain direction of IT within BU, with focus on service delivery and systems availability to meet operational requirements.
• Responsible for Operation & Maintenance of entire network which includes wired & wireless network. The same shall be maintained as per DPWorld IT standards.
• Operation & Maintenance of WAN links including load balancer to ensure the bandwidth allocation managed for all BUs working at GSC.
• Capacity planning for Entire network considering future requirements.
• Operation & Maintenance of Security related equipment like firewall, Load Balancer, AV equipment, all other IT related infrastructure installed at GSC.
• Maintain current knowledge on all technical issues related to Firewall, Routers and Switches and show keen interest in developing & implementing best practices in Industry.
• Introducing new technologies and up gradation of old NW/Security platform
• Enhancing the performance of existing NW Backbone and all active devices, creating fault tolerant, redundancy and robust system
• NW Equipments health checkups and security assessment maintenance and Refreshing.
• Close monitoring and alerting in case of issue. Security assessment; Maintenance and Refreshing and also resource utilization management.
• Logs monitoring getting collecting all logs at common server; regularly updating firmware and updates available, reviewing security vulnerabilities.
• Periodically configuration Backup of each network devices and appliance.
• Maintained all equipment used for access control & time attendance System.
• Manage Dual Internet leased line along with communication network for the GSC.
• Liaise with IT management Team for smooth functioning of all networks & applications.
• Prepare and maintain the escalation matrix for all the activities on site in consultation with respective head.
• Responsible for all other matter related to IT for the terminals.
• Involved in preparation of purchase requests, Good receipt Note (GRN) and all other related requirements of purchase for GSC.
• Take ownership to ensure ISO and CO Audit compliance for your site in consultation with team. Ensure successful closure in consultation with team so that same issue should not recur.
• Maintain various standard compliance reports for GSC.
• Responsible for monitoring the efficiency of FMS team at Site.
• Manage the IT control tower along with Network Operation center setup for GSC.
• All other duties assigned by Head IT time to time.
• Maintain the software and version at Site

Skills & Competencies:

Technical (discipline related:

• Management capabilities to manage the team at Site.
• He/she will be preferably Engineering graduate and Certification of networking will be preferred.
• Minimum of 10 years of experience in a similar role, with a focus IT Infra and Software support for shared service center.
• Good leadership skill to manage IT support of large users base of 2000 plus users from different BUs in shared services.
• Good knowledge of networking and expertise in management of multiple stakeholders.
• Trouble shooting of day- to-day issue in BU systems and related application with of Global Shared Service team.
• Supporting, design New solution or enhancement to BU
• Ensure knowledge in Data Integrity, IT Business Process for GSC and Business Continuity.
• Responsible for execution of overall business plan for the success of GSC.
• Strong Network / Hardware support
• Ability to project manage the software tickets & enhancement
• Ticket Management and taking corrective actions
• Managing stakeholders expectations & customer service orientation
• Budget Management & cost control
• Managing smaller projects of software cum hardware
• Coordinate between various IT department for an effective resolution / solution

Supervisory/Management:

• Team Management
• Compliance & License Control
• Managing and administration Terminal Operations System and Technology platform