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Manager IT Infrastructure
Pretium Partners
posted 25d ago
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Fixed timing
Key skills for the job
Job Description
We are seeking a seasoned IT Manager to lead IT operations in India, managing teams such as the Service Desk and Network Operations Center (NOC). The ideal candidate will possess robust experience in IT management, including budgeting, hardware asset management, vendor relations, and ISO 27K compliance. You will oversee global service delivery, ensuring high performance through key performance indicators (KPIs) and service-level agreements (SLAs), while supporting the India IT team.
Key Responsibilities:
- Manage IT operations across all departments in Bengaluru, ensuring exceptional IT support with minimal end-user disruption.
- Administer and maintain the Bengaluru site s IT infrastructure, ensuring hardware, software, and systems meet operational standards.
- Develop and manage strong vendor relationships, overseeing procurement and negotiating contracts for IT equipment and services.
- Manage hardware assets, ensuring inventory accuracy, timely recycling, and maintenance.
- Ensure seamless software and hardware upgrades in compliance with company standards, minimizing downtime.
- Lead the on-boarding and off-boarding processes for staff, ensuring proper IT setup and decommissioning.
- Prioritize IT support requests to ensure timely resolution with minimal user impact.
- Collaborate with global IT teams and communicate updates, issues, and resolutions effectively.
- Escalate critical issues within approved timeframes, ensuring prompt resolution.
- Manage change requests for both planned and unplanned maintenance, ensuring smooth execution.
- Identify opportunities for process automation to improve efficiency and reduce manual work.
- Maintain thorough documentation of IT processes and procedures.
- Develop and manage IT budgets, implementing cost-effective solutions while meeting business needs.
- Ensure compliance with ISO 27001 standards, supporting audit preparations and adhering to security protocols.
Service Desk Team Management:
- Lead, mentor, and guide the Service Desk team to deliver excellent service, ensuring 24/7 availability.
- Set clear objectives for team members, provide regular feedback, and conduct performance reviews.
- Foster a positive and collaborative team culture, promoting high performance.
- Manage incident and request handling, ensuring timely resolution within SLAs.
- Ensure efficient task distribution based on team members skills and availability, balancing workloads through proper scheduling.
- Provide technical support for complex issues, utilizing tools such as ServiceNow for incident management and reporting.
- Oversee adherence to IT security policies and ensure compliance with data governance and risk management policies.
- Collaborate with internal and external stakeholders to address IT-related needs and ensure continuous service improvement.
NOC Team Management:
- Lead, mentor, and manage the NOC team, ensuring 24/7 monitoring of network and infrastructure health.
- Oversee incident response, ensuring quick and effective resolution of network alerts and outages.
- Develop and continuously improve NOC processes for monitoring, incident response, and escalations.
- Utilize network performance data to identify areas for improvement and implement solutions to enhance network uptime.
- Drive automation initiatives within the NOC to streamline monitoring and incident management.
- Ensure compliance with security standards, including ISO 27001, and lead security audits as needed.
- Play a key role in disaster recovery and business continuity planning, ensuring the NOC is prepared for critical incidents.
Major Incident Management:
- Lead the end-to-end management of major incidents, ensuring rapid and efficient resolution.
- Assess the business impact of incidents and declare major incidents as necessary, providing timely communication to stakeholders.
- Serve as the single point of contact for senior management and users during major incidents.
- Conduct post-incident reviews to capture lessons learned and drive continuous improvement.
- Collaborate with the Risk Management team during major incidents to ensure business continuity and address potential risks.
Problem Management:
- Proactively manage recurring IT issues by identifying trends, performing root cause analysis, and implementing long-term solutions.
- Lead the Problem Management process for both Service Desk and NOC teams, ensuring efficient handling of known issues.
- Collaborate with internal teams to prevent incident recurrence and reduce the overall incident volume.
- Monitor and report on problem resolution efforts, tracking progress on corrective actions.
Job Requirement
Key Skills:
- IT Operations Management
- Budgeting and Financial Management
- Hardware Asset Management & Procurement
- Vendor Management & Contract Negotiation
- ISO 27K Compliance & Audit Preparation
- Global Service Desk & NOC Leadership
- Major Incident Management & Problem Management
- KPI and SLA Management
- Team Leadership & Performance Development
Qualifications:
- Bachelor s degree in IT, Computer Science, or a related field.
- 10+ years of IT experience, with 5+ years in a leadership role.
- Proven experience in managing IT operations, service desks, and NOC teams.
- Strong understanding of ISO 27K compliance and IT procurement processes.
- Excellent leadership, communication, and problem-solving skills.
- Experience managing high-volume Service Desk and NOC operations.
- ITIL certification or equivalent is a plus.
Employment Type: Full Time, Permanent
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Strict timing
Monday to Friday
No travel
Day Shift
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