Manager - IT Infra

Job Summary:

The IT Infrastructure Manager is responsible for monitoring, upgrading, and maintaining the organization's IT infrastructure, including hardware, software, and network systems. This role involves collaborating with engineering teams, ensuring security compliance, and providing high-quality technical support to end-users while maintaining system stability and efficiency.

Key Responsibilities:

Infrastructure Management & Maintenance

• Monitor, upgrade, and maintain system hardware, software, and related infrastructure.
• Configure, troubleshoot, and maintain security infrastructure software and hardware.
• Ensure system compliance with IT policies and standards.
• Develop and maintain backup and recovery procedures for data security and availability.
• Monitor Windows performance issues and overall system stability.

Technical Support & Issue Resolution

• Provide day-to-day help desk support and resolve workstation-related issues.
• Troubleshoot laptops, desktops, network issues, and applications.
• Resolve printer-related issues, including mapping, configuration, connectivity, and driver conflicts.
• Install and configure computer hardware, operating systems (Windows/Linux/Mac), and essential applications (MS Office, Antivirus, Adobe, etc.).
• Troubleshoot and resolve hardware and battery issues.

Network & Security Management

• Manage and troubleshoot network issues (LAN & Wireless) and email configurations.
• Hands-on knowledge of DNS, DHCP, TCP/IP, and routers.
• Configure and maintain TCP/IP networking and security protocols (ICMP, SMB, SSL/TLS, etc.).
• Handle virus/spyware removal and data recovery.
• Manage Active Directory, Group Policy Management, and Domain Controller services.

Collaboration & Process Improvement

• Work closely with engineering teams to integrate and coordinate system elements.
• Upskill and train technical support teams to handle recurring issues.
• Drive process improvement and knowledge-sharing initiatives within the organization.
• Document technical issues, resolutions, and troubleshooting flows for future reference.

Incident Management & Escalation

• Own customer relationships and serve as a technical point of contact during issue resolution.
• Facilitate escalations and follow up with Development Engineering teams on complicated incidents.
• Ensure uninterrupted service delivery for new implementations in alignment with service-level agreements.
• Troubleshoot and resolve escalated technical support issues impacting global users.

Messaging & Collaboration Tools Management

• Generalized knowledge of Office 365 core applications (SharePoint, OneDrive, MS Teams).
• Experience supporting messaging environments, including archiving services.
• Extensive knowledge of Outlook and OWA Client-related issues.
• Handle day-to-day incident and request management tasks related to messaging software systems.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience in IT infrastructure management, system administration, and network troubleshooting.
• Hands-on experience managing Windows and Apple devices.
• Strong knowledge of Active Directory, TCP/IP networking, security protocols, and routers.
• Experience with user migration, applications, and services across AD Domains/Forests.
• Excellent problem-solving and analytical skills.
• Strong communication skills with the ability to provide technical support and training.
• Availability to provide 24x7 on-call support when required.