Job Description

IT Infrastructure & Operations Management

• Manage and support the organization's IT infrastructure, including: End User Services (EUS) /LAN, WLAN, and Voice Networks /WAN Connectivity / Servers, Storage, and Backup Infrastructure / Collaboration Infrastructures – Audio Video Conference Facilities.
• Ensure high availability, performance, and reliability of IT systems and services.
• Monitor infrastructure health and coordinate proactive maintenance activities as well as upgradation/modernization initiatives.
• Manage server room infrastructure and associated technology assets.
• Ensure adherence to IT operational standards, procedures, and best practices.

IT Service Management (ITIL)

• Apply ITIL framework principles for effective IT service delivery.
• Manage Incident, Service Request, Problem, Change, and Service Level Management processes.
• Ensure all incidents and service requests are resolved within agreed Service Level Agreements (SLAs) with the support partner.
• Monitor service performance metrics and drive continual service improvement initiatives.
• Conduct periodic service reviews with internal stakeholders and support partners.
• Maintain service availability and ensure business-critical services meet uptime targets.

Network & Communication Services

• Coordinate with service providers for WAN and Internet connectivity.
• Oversee network performance, capacity planning, and availability management and proactively initiate for upgradation of the capacity.
• Ensure seamless communication services. (Voice & Data)

Cyber Security & Information Security

• Coordinate with Corporate Cybersecurity and Information Security teams to ensure compliance with organizational security standards.
• Support management of:
• Firewalls / Network Gears / Endpoint Security / Vulnerability Assessments / Security Patching
• Access Management Controls / Security Compliance Requirements
• Promote information security awareness and good cyber hygiene practices among users.
• Participate in internal and external Information security audits.

SAP & Enterprise Applications

• Provide coordination and support for SAP and other business applications.
• Work closely with business users to manage incidents, enhancements, and change requests.
• Participate in application upgrades, testing, deployment, and user adoption activities.
• Support integration initiatives involving SAP and other business applications.

Disaster Recovery & Business Continuity

• Support Disaster Recovery (DR) planning, testing, and execution.
• Maintain IT recovery procedures and disaster recovery documentation.
• Participate in Business Continuity Planning (BCP) activities.
• Coordinate periodic DR drills and closure of identified improvement actions.

IT Governance, Risk & Compliance

• Ensure compliance with IT policies, standards, and governance frameworks.
• Support implementation and maintenance of:
• ISO 27001:2022 Information Security Management System (ISMS)
• ISO 22301:2019 Business Continuity Management System (BCMS)
• ISO 27031 ICT Readiness for Business Continuity
• Maintain documentation, audit records, risk registers, and compliance evidence.
• Participate in internal and external audits and support closure of observations.

Vendor & Contract Management

• Manage relationships with IT vendors, OEMs, service providers, and system integrators.
• Monitor vendor performance against agreed SLAs and contractual commitments.
• Conduct periodic vendor reviews and identify service improvement opportunities.
• Ensure proactive renewal and management of support contracts, licenses, and subscriptions.

IT Asset & Inventory Management

• Maintain accurate inventory of IT hardware, software, and network assets.
• Ensure effective asset lifecycle management from procurement to retirement/Disposal as per the organization’s policy.
• Conduct periodic audits and reconciliation of IT assets.
• Ensure compliance with software licensing requirements.
• Periodic Reconciliation of IT assets with CMDB for ensuring single version of truth for both Hardware/Software inventory.

IT Budgeting & Procurement

• Support preparation and monitoring of annual IT CAPEX and OPEX budgets.
• Initiate procurement activities in line with approved budgets and business requirements.
• Coordinate with Procurement, Finance, and other cross-functional teams for timely acquisition of IT products and services.
• Track budget consumption and provide periodic expenditure reports.
• Coordinate with Finance for:
• Asset Capitalization / Asset Transfer / Asset Disposal
• Financial Compliance and Audit Requirements

Digital Transformation & IT Projects

• Actively contribute to Digital Transformation initiatives.
• Prioritize business demands and translate them into actionable IT initiatives.

Administrative Tasks

• PR Creation for the procurement of IT Assets/Consumables/AMC’s & others & Coordination with Techno Commercial Team for the timely release of PO/SO.
• Tracking of the AMC/Warranty – proactively initiating for the renewal of the AMC’s before the expiry date.
• Coordination with Vendor for the delivery/Stores for issuance and other related processes.
• Invoice & other related documents processing and coordination with cross functional team for the timely release of payment to the vendor.
• Gate Pass Creation/approval as per the DOA - for the asset movement/tracking/closure.
• SIM card management – Coordination with Telecom Service Provider/Document Processing/ activation/deactivation of SIM’s./Porting in/Porting out of SIM cards.
• Coordination with Internet Service Providers/Telecom Tower partners/Internal cross functional teams for the entry passes/work permits.
• Ensuring the agreement with the Telecom Tower partners are done proactively before the expiry of the rental agreement and it is followed as per the agreement.
• Ensure Safety Adherence during day to day IT operation/Projects/Service Providers – Internet/Telecom/Cabling vendors work.
• 5-10 Years of expereince
• BE / B Tech Computer Science/ MCA / M.Sc – IT
• Additional Certifications - ITIL / Microsoft Certification / CCNA / PMP / SAP functional consultant / Lead Auditor – ISO 27001