Manager - IT Operations (8-10 yrs)

The IT Operations Manager is responsible for overseeing and managing the IT operations, including system administration of Server environments, Virtualization, Office 365 (O365), Exchange Online, Audio Video (AV) systems, End User Computing (EUC), and the Service Desk team. This role requires hands-on experience in server administration, Exchange administration, and a solid understanding of IT networking and endpoint security. The IT Ops Manager will lead the IT operations team to ensure seamless support and delivery of IT services to the organization.

Key Responsibilities :

- Manage and oversee the administration of Windows & Linux Server environments & virtualization, including Active Directory, DNS, DHCP, and Group Policies, ensuring stability, performance, and security.

- Administer Office 365 and Exchange Online environments, ensuring smooth email communication, system integration, and data security.

- Manage AV systems, including setup, configuration, and maintenance of conference room technology, video conferencing systems, and other AV equipment.

- Supervise the Service Desk team to ensure timely resolution of incidents and service requests, ensure SLA compliance and maintaining a high level of user satisfaction.

- Lead the EUC team in supporting desktops, laptops, mobile devices, printers, and other end-user hardware and software, ensuring consistent and efficient support.

- Ensure the integrity, performance, and security of the IT infrastructure, servers, and end-user devices.

- Collaborate with the IT networking team to ensure network performance, availability, security and reporting.

- Collaborate with the security team to implement and maintain endpoint security solutions, including antivirus, firewalls, and other security controls.

- Ensure operational procedures based on ITIL framework. Expertise and exposures in IT Services Setup, IT Operations, change, incident, service management & ITIL practice

- Develop and implement IT operations plans that align with the organization's objectives and business needs.

- Lead IT infrastructure projects such as upgrades, migrations, and system integrations.

- Coordinate with vendors and service providers to ensure reliable, cost-effective IT services & solutions and SLA compliance.

- Maintain compliance with IT policies, procedures, and security standards, ensuring that all systems and processes align with organizational and regulatory requirements.

- Document IT processes, configurations, and procedures, ensuring they are up-to-date and accessible to the team.

- Conduct regular audits and system health checks to identify areas for improvement.

Team Leadership & Development :

- Manage and mentor a team of IT professionals, including system engineers, service desk staff, and EUC support personnel.

- Conduct performance evaluations, provide feedback, and identify training and development opportunities for team members.

- Foster a collaborative, proactive, and customer-focused IT team culture.

- Implement and manage monitoring tools to track system performance, uptime, and incidents.

- Prepare and present regular reports on IT operations, including system uptime, service desk performance, and security incidents, to senior management.

- System uptime and availability of IT infrastructure.

- Service desk resolution times and user satisfaction scores.

- Network and endpoint security compliance.

- Successful completion of IT projects within timelines and budgets.

Skills/Exp :

- B. Tech / B.E / BSC IT / BSC Computer Science+MBA from good College

- 8-10 years of experience in IT operations, with at least 5 years of hands-on experience in administration of servers & virtualization, Active Directory, DNS, DHCP

- More than 6 years and above in medium to large-scale operations and deployment support for projects

- Possess a strong knowledge and experience ITIL processes

- MIS reporting on IT operations, including system uptime, service desk performance, and security incidents, to senior management

- ITIL Foundation certification (preferred).

- CompTIA Network+ or Security+ certification (optional).

- Microsoft Certified: Azure Administrator, MCSA (Windows Server) or other relevant certifications.

- Have developed very good interpersonal communication and user support management skills.

- Must have good verbal and written communication skills.

- Possess strong analytical, incident resolution and problem-solving skills.

- Stake Holder Management, Partner Management and Team Management

- Make quality decisions