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 supportStrong 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