Key Responsibilities:
1. IT Operations & Infrastructure
- Manage day-to-day IT operations, including networks, servers, storage, and end-user systems.
- Networking (LAN & WAN) – Meraki MX, Meraki core and access switches configuration and support
- APs installation, configuration support and performance monitoring
- Server support ( cloud and on-premise)
- VMware support/ ESXi Servers administration
- Call manager support
- Ensure high availability, performance, and reliability of IT infrastructure.
- Maintain data backup, recovery, and disaster recovery plans.
2. Team Management
- Lead, mentor, and manage the IT team.
- Allocate tasks, set performance goals, and conduct regular reviews.
3. IT Infra Compliance
- Implement and monitor IT security measures to protect company data.
- Ensure compliance with IT policies, standards, and data protection regulations (e.g., ISO 27001).
- Conduct awareness trainings
- Conduct regular vulnerability assessments and respond to incidents.
4. Vendor & Asset Management
- Manage vendor relationships and IT procurement.
- Maintain inventory of hardware, software, and licenses.
- Negotiate contracts, renewals, and support agreements.
5. Support & User Enablement
- Provide escalation support for complex IT issues
- Ensure IT support services meet business expectations through SLAs.
- Enable and support remote/hybrid work environments.
6. Project & Change Management
- Lead IT projects (infrastructure upgrades, system migrations, etc.).
- Collaborate with stakeholders to plan and implement new technologies.
- Evaluate and adopt innovative solutions that drive efficiency.
7. Network & Infrastructure Operations
- Lease Line Management
- Monitor performance, uptime, and bandwidth utilization.
- Coordinate with SLS NOC team for link switching and outage resolution.
- Ensure timely billing verification and tracking for lease lines.
- Router Management
- Provide local hardware support and maintenance.
- Collaborate with the Network Admin team for configuration and troubleshooting.
- Core Switch Support
- Manage physical monitoring, fiber cabling, and hardware support in network and server rooms.
- Access Switches
- Support hardware maintenance, switch stacking, patching, and port inventory management.
- Terminal and WAS Servers
- Provide operational support for Terminal Servers.
- Maintain WAS servers used for internet load balancing.
- LAN & WAN Support
- Ensure seamless local area network operations.
- Manage Wi-Fi routers, access control for users, and connectivity troubleshooting.
- Load Balancer Management
- Monitor and manage load balancing devices to ensure high availability and optimized network performance.
- Print Server Management
- Administer print servers to ensure uninterrupted access and printer availability.
- Networking Devices Inventory
- Maintain updated inventory records for all routers, switches, access points, and related infrastructure equipment.
- Coordination with TLS Support
- Collaborate with TLS team for configuration updates and resolution of critical issues.
8. VDI Administration & Support
Admin Console Management
- Maintain and monitor the VDI admin console for smooth operational performance.
- Perform routine checks and apply necessary configuration changes.
VDI Pool Management
- Manage VM lifecycle: provisioning, addition, deletion, and maintenance.
- Handle application installation/migration in test and production environments.
- Test applications before deployment in production pools.
User Session and Profile Management
- Monitor and manage user sessions for optimal performance.
- Recreate and configure user VDI profiles as needed.
Event & Performance Monitoring
- Track VM events and logs to identify potential issues.
- Support and resolve slowness and performance-related problems in VDI.
Login & Application Support
- Troubleshoot login failures and authentication issues.
- Provide application-level support for tools such as SAP GUI, Microsoft Office (Outlook, Excel, PowerPoint), ABBYY, PDF tools, ICAT, and web-based applications (up to login level).
Proxy and Internet Management
- Administer proxy settings for internet access restrictions.
- Customize proxy rules for seamless application access within VDI.
Collaboration and Coordination
- Work closely with TLS and SLS VDI support teams for escalated issues, deployments, and configurations.
9. IT Infrastructure & Endpoint Management Responsibilities
Laptop & Endpoint Administration
- Manage laptop inventory and configurations.
- Administer R5 domain and related policies.
- Handle software installation/uninstallation using SCCM.
- Add MAC addresses in SCCM for OS installation.
- Create SCCM driver packages and deployment templates.
- Perform OS deployment and re-deployment using PXE boot and boot sequence configuration.
Group Policy & Windows Environment
- Customize and manage Group Policies (GPO) as per business needs.
- (e.g., screen lock and wallpaper policies).
Network Services Management
- DHCP Server Support:
- Assign and manage IP addresses (e.g., for MGBS).
- DNS Server Support:
- Configure static IPs for critical tools and services.
Active Directory (AD) Management
- Create and manage:
- Shared mailboxes
- Distribution Lists (DLs)
- Security Groups
- Manage user account configurations for SSO access.
- Shared folder creation, permission management, and ownership assignment.
- Handle user access and internet restriction/permission policies.
End-User Software & Application Support
- Provide end-to-end support for Microsoft Office products including:
- Installation, configuration, and troubleshooting of Outlook, Teams, Excel, PowerPoint, etc.
- Perform laptop installation and configure user profiles, system drives, and required applications.
- SAP software installations and login page access.
- MSI, MSLS, ICAT tools and related SQL database installations.
- Anaconda and Python environments.
- BI software (Business Intelligence tools).
- Offer support for web-based applications up to the login stage.
11. Telephony & Video Conferencing (VC) Support
- Monitor and manage Cisco Call Manager (Publisher and Subscriber servers).
- Maintain and monitor PRI lines for telephony connectivity.
- Configure and troubleshoot IP phones and related hardware/software issues.
- Manage Call Manager versions, including patching and version control.
- Administer extension numbers: assignment, deletion, and transfer.
- Configure and troubleshoot Video Conferencing (VC) systems.
- Coordinate and support VC reservations and issue resolution.
12. Tool knowledge
- RAT
- SCCM
- Firewall tool
- Meraki Dashboard
- Azure AD admin console
- Intune admin console
- Jira
- VDI admin console
- DHCP Infoblox
- Polaris
- SRM
- BitSight
- Configuration management remote console tool
- AD tool
- LAPS UI
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 8–10 years of experience in IT operations and infrastructure.
- Strong leadership and team management skills.
- Experience with ITIL, Microsoft technologies, cloud platforms (e.g., Azure/AWS), and networking.
- Certifications like ITIL, PMP, ISO 27001, or CCNA.
- Ready to work from office 5-days a week.
- Flexible working as per business requirement.
- Ability to work independently, multi-tasking abilities.
- Knowledge of MS office (especially Excel & Power Point)
- Good communication & analytical skills.
- Strong personal drive and a team player attitude
- Self- motivated and driving results in his/her responsible areas