IT Operations Manager

Manager, IT Operations

Bengaluru, Karnataka, India

As a Manager on the Technology and Security team, you will:

Essential Duties and Responsibilities

IT Service Delivery Management and Governance:

• Manage workplace service delivery, ensuring high levels of performance and user satisfaction.
• Implement IT service management policies and procedures.
• Have strong governance to manage services delivered via partner(s) and ensure compliance to contractual commitments, agreed service levels, and continuous improvement.
• Oversee the management of our ticketing system, efficiently assigning tickets to team members and monitoring their progress to ensure timely resolution
• Strong technical skills are essential, as you will be expected to troubleshoot complex problems and provide expert guidance to your team
• Workplace Technology Management:
• Oversee the maintenance and support of all workplace technology systems including hardware, software and collaboration technologies.
• Develop and implement IT support policies and procedures to improve operational efficiency.
• Stay up to date with the latest technology trends and recommend improvements to existing systems.
• Collaborate with other departments to ensure that IT support meets business objectives.
• Coordinate with third-party vendors for hardware/software procurement, maintenance, and support services.

Knowledge/Skills:

• Knowledge of M365, Microsoft Intune, SharePoint, Windows and Microsoft Azure Virtual Desktop (AVD), Microsoft Azure Active Directory, VPN, Jira Ticketing tool, Data Backup.
• Install, configure, test, and maintain operating systems, application software, and system management tools.
• Manage cloud resources, including virtual machines, storage, databases, and networking, and optimize their allocation to ensure efficient usage and cost management.
• Implement and manage cloud security measures, including firewalls, security information and event management (SIEM) systems, cloud security posture management (CSPM) and Cloud Workload Protection Platforms (CWPP).
• Monitor and track cloud performance and availability, analyse performance metrics, and implement improvements to optimize system performance while troubleshooting and resolving any performance issues that arise.
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with system custodians and developers to implement those fixes.
• Communicate with project stakeholders and technical Subject Matter Experts (SMEs) to facilitate discussions relevant to meeting project requirements.

Key Responsibilities:

1.Technical Support and Troubleshooting:

• Provide advanced technical support for desktops, laptops, printers, networks, and other IT equipment.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Support remote and on-site staff with IT-related problems, ensuring timely resolution.
• Administer and support Windows, macOS,

2.Network and Systems Administration:

• Manage and support LAN/WAN infrastructure, VPNs, firewalls, and network security tools.
• Monitor and maintain IT systems, ensuring system uptime, availability, and reliability.
• Perform regular system updates, patches, and backups as required.
• Collaborate with the IT team on network architecture and system upgrades.

3.Software and Application Support:

• Support end-users with business applications (e.g., Office 365, ERP systems, CRM, etc.).
• Install, configure, and maintain software, ensuring compatibility and performance.
• Assist in managing software licenses and inventories.

1. IT Project Management:

• Lead or participate in IT projects such as hardware rollouts, software implementations, or system migrations.
• Work closely with other departments to assess and meet IT needs.
• Ensure all projects are completed on time, within scope, and budget.
• Manage and oversee the IT help desk to ensure efficient resolution of user issues.
• Prioritize and delegate tasks to support team members.

5.Documentation and Reporting:

• Maintain thorough documentation of IT processes, troubleshooting guides, and configuration settings.
• Create and deliver technical reports on system performance, incident logs, and IT metrics.
• Contribute to knowledge base articles and provide training to end-users and junior staff.
• Regularly review help desk performance metrics and implement improvements as needed.
• Ensure tickets are tracked, managed, and resolved in line with SLAs (Service Level Agreements).

6.Security and Compliance:

• Implement and enforce IT security policies and procedures.
• Monitor systems for security breaches and vulnerabilities.
• Ensure compliance with data protection regulations and best practices.

7.Mentorship and Team Collaboration:

• Provide guidance and support to junior IT support staff and help develop their technical skills.
• Foster a collaborative and team-oriented work environment.

8.Onboarding:

• You will be responsible for managing the onboarding and offboarding processes from an IT perspective, ensuring that new employees have the necessary tools and access to perform their duties, and that departing employees' access is revoked in a timely manner.