IT Infrastructure & Support Manager

Responsibilities

• Integrated Operations Management
• Adopt and implement IT polices at the site in alignment with the business direction and Adani ITIL framework
• Ensure ongoing compliance to IT policies and protocols & get sign-offs for any exceptions or non-compliance
• Establish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework
• Systems, Application & Networks Availability & Performance and Operations Review
• Lead effective deployment of IT assets, systems, procedures and processes with respect to consistency, reliability and effectiveness
• Oversee performance and capacity of site IT services and solutions and ensure adherence to IT service level agreements; Resolve and escalate issues in case of non-adherence
• Evaluate and report service-level attainment at the site as per established frameworks and metrics; Escalate issues where necessary
• Conduct partner performance reviews from an operational perspective with respect to agreed SLAs and escalate deviations if any; Provision adequate partner support for smooth operations
• Lead development / up-gradation of site IT systems, procedures & processes to cater to evolving needs and enhancing effectiveness and efficiency of operations
• Security Operations & Disaster Recovery Management
• Implement processes and systems for maintaining security of IT solutions and services in line with standard operating procedures
• Ensure prompt resolution/ escalation of security incidents; Record and maintain log of security incidents and exception handling
• Establish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework
• Demand Management & Procurement
• Facilitate demand management analysis by capturing demand for infrastructure/ application related IT services and solutions at the site and identifying consumption patterns
• Implement the sourcing plan for the BU and timely raise of PRs for procurement of site assets/ applications
• Service Desk & Incident Management
• Manage IT incidences, inquiries/ requests by users of site IT services; Ensure resolution within established TAT levels; Consult business team/ group COEs and collaborate with external partners to resolve issues as and when required
• Infrastructure/ Applications Management
• Ensure maintenance of IT hardware (Network, Server Architecture and Inventory) applications and systems at the site-level
• Ensure all IT related documentation is well maintained at the site (User Manuals, Operations guides etc.)
• Monitor the validity of site-related infrastructure, applications and systems licenses and ensure timely renewal
• Drive rationalization of site application/ infrastructure inventory in adherence to the inventory management directives and in consultation with BU/ group team
• Project Management
• Drive site IT projects with respective partners and internal stakeholders in a collaborative and time bound manner; Escalate issues if any in a timely manner and ensure that requisite support is provided
• Ensure smooth execution of all phases of project life cycle at the site level ( site design requirements / testing / implementation / knowledge transfer)
• Facilitate SME training/ transition interventions at the site in collaboration with partners and conduct knowledge transfer success measurement
• Deploy new IT services and solutions at the site and understand the traction and level of approval from the users for the same; Analyze the adoption of IT services and solution by customers, ensuring that customers' expectations are met
• IT Security - Risk Management & Audits
• Implement information security, privacy and data protection controls (people/process/ technology) to adequately mitigate security risks and provide feedback on their effectiveness
• Facilitate internal & external IT audits as per the BU defined framework; Implement recommendations based on audit report findings for the site in order to bridge the gaps and ensure compliance
• Security Awareness & Compliance
• Drive site adherence to IT security framework, policies and guidelines
• Receive undertaking from every employee to abide by the latest IT security policy
• Run awareness initiatives (workshops, online teasers, mailers etc.) to spread awareness about IT security policy across the site
• Governance Compliance & Assurance
• Implement governance systems and processes at the site in alignment to the governance framework
• Track and ensure IT budget adherence at the site level; Timely report budget overruns if any
• Track site-level IT performance metrics and frameworks and IT service levels and ensure adherence to defined standards/ SLAs
• Project Governance
• Track progress of site projects with respect to adherence to the established Project Management Methodology
• Contract Management and Partner Engagement
• Track partner performance and service levels at the site basis established SLAs and report the same to the business IT team in a periodic manner; Report noncompliance if any
• Facilitate partner road shows/ POCs at the site as directed by the business IT team and update the business IT team on corresponding value addition
• Committees & Councils
• Partner with business IT team and other site IT heads in periodic review meetings; Share/ gather insights regarding resolution or discuss preventive plans for chronic issues and critical incidences
• Customer Feedback
• Seek active feedback and document internal customer satisfaction levels from site IT perspective, as per group/ business protocols; Analyse feedback, generate reports and communicate results to concerned stakeholders

Qualifications

EDUCATIONAL QUALIFICATIONS:

• Bachelor's Degree in Engineering, Computer Science, Information Technology or related field from a premier institute is required
• Expert certification from leading industry bodies / companies / academic institutions / etc. in relevant areas is a plus

RELEVANT EXPERIENCE:

• 10 to 15+ Years in Networks & Messaging in a strategic IT outsourcing operating model, where progressive growth has been demonstrated
• Prior experience in fast paced project teams, working under pressure and adhering to deadlines
• Prior experience in managing a large infrastructure portfolio (including Networks & Messaging) in the backdrop of a large IT transformation program.