Assistant Manager IT operations

Job Description

Role Summary: The Assistant Manager IT Operations will lead the technical strategy and operations for our IT services, including asset management, hardware and software support, and networking solutions. This role requires a balance of strategic vision and hands-on leadership to build scalable, reliable, and secure solutions for clients. Assistant Manager IT Operations Responsibilities: 1 Team Lead & Operational Efficiency. - Build, mentor, and lead a multidisciplinary technical team, including system administrators, network engineers, and support specialists. - Implement ITIL best practices for service management. - Define and monitor SLAs to ensure timely service delivery and issue resolution. - Onboarding resource / Optimum use of resources. - As and when require to visit customer for review and feedback. 2 Technical Strategy and Leadership - Develop and implement the technical roadmap for IT services, ensuring alignment with the companys business objectives. - Drive innovation in IT asset management platforms, hardware / software support systems, and network infrastructure solutions. - Provide L2 support as and when require to team. 3 Monitor & Audit - Oversee the development and maintenance of tools for tracking, auditing, and managing IT assets. - Ensure compliance with licensing agreements, warranty tracking, and inventory optimization. - Keep doing internal Audits / checks for process / people. - Closely work on Customer feedback with internal team for service improvement plan. - Provide reporting. (Daily / weekly / monthly and yearly) 4 Hardware/ Software and Network Infrastructure Support - Managing processes for proactive and reactive hardware/software troubleshooting. - Lead the implementation of support tools, including remote monitoring, diagnostics, and ticketing systems. - Ensure high service availability and efficient resolution times for hardware and software issues. - Design and oversee the implementation of scalable and secure LAN/WAN solutions. - Supervise troubleshooting and maintenance of network equipment, including routers, switches, and cabling. - Managing and supporting technical support team as and when require for L2 support. - Ensure network security and adherence to industry standards. 5 Stakeholder Management - Collaborate with the Operations and Customer Support teams to align technical services with client requirements. - Communicate technical updates, risks, and solutions to stakeholders in a clear, actionable manner. - Maintain healthy relationship with internal team and customer, managing CSAT and customer review. 6 Compliance and Security - Ensure compliance with industry regulations, data privacy laws, and IT security protocols. - Proactively identify and mitigate security vulnerabilities across systems and networks. Education: Bachelor's or Master's degree in Computer Science, Information Technology, Software Engineering, or related fields. Certifications in relevant technical areas (e.g. ITIL, Microsoft, CCNA etc.) are a plus. Experience: 3+ years of experience in ITSM, IT services, or software support. Expertise in IT infrastructure management, network systems, and hardware /software support Strong understanding of ITIL/ ITSM frameworks. Team-building skills to foster high performance. Strong analytical and problem-solving abilities to address technical challenges. Skills: Good understanding of IT support ecosystems and related KPIs like uptime, response times, and resolution rates. Role & responsibilities Preferred candidate profile Perks and benefits