Expert, IT Operations

Job Summary:

IT Lead is responsible for overseeing the management and maintenance of endpoint devices across the organization, ensuring optimal performance, security, and compliance. This role also involves leading IT operations at a specific location, ensuring seamless integration of IT services and support.

Key Responsibilities:

Manage IT Infrastructure : Oversee the secure and effective operation of all endpoint systems, Server room Infrastructure, related applications, hardware, and software.

Policy Development: Develop and implement IT policies and best practice guides for the organization, ensuring alignment with industry standards.

Audits & Compliance: Conduct regular system & security audits to ensure compliance with internal policies and external regulations. Prepare detailed audit reports and implement corrective actions as needed.

Technical Support: Provide on-site technical support for hardware, software, and networking issues for top leadership & entire site. Respond to IT support requests and resolve technical problems promptly.

Turnaround Time (TAT): Monitor and manage the turnaround time for IT services and support requests, ensuring timely resolution and high customer satisfaction.

Service-Now Tool Management: Utilize and manage the Service-Now tool for IT service management, including incident, problem, and change management processes. Communicate findings and recommendations to stakeholders and senior management.

Inventory Management: Maintain a comprehensive inventory of all hardware and software assets, including purchases, licenses, and contracts. Knowledge of CMDB system us must.

Problem & RCA Management: Identify, analyse, and resolve IT problems, minimizing the impact on business operations. Implement long-term solutions to prevent recurrence. Perform detailed investigations to identify the root causes of IT issues and incidents. Create and implement corrective and preventive action plans based on findings.

Critical Incident Handling: Lead the response to critical IT incidents, ensuring swift resolution and effective communication with stakeholders.

AI-Based Technologies: Explore and integrate new-edge AI-based technologies to enhance IT operations and drive innovation within the organization.

Critical Thinking & Decision Making: Apply critical thinking skills to analyse complex IT issues and make informed decisions that align with business goals.

Team Management: Lead and manage a team of IT professionals, including hiring, training, and performance evaluations.

Project Collaboration: Work with project teams to design and implement internal systems.

Security & Compliance: Ensure the security of data, network access, and backup systems, and stay current with the latest technologies and issues in the IT industry.

Training & Development: Design training programs and workshops for staff to enhance their IT skills.

System Audits: Conduct regular system audits and share operation system reports with senior staff.

Collaboration: Work closely with other IT team members to coordinate support efforts and share knowledge. Participate in IT projects and initiatives to improve overall IT service delivery.

Continuous Improvement: Stay updated with the latest IT trends and technologies. Recommend and implement improvements to enhance IT support services.