Information Technology Manager

Job title:

Location:

Minimum Experience

Job Responsibilities:

1. Support to implement a broad range of technologies that enhance productivity and collaboration. This includes End User Infrastructure (Desktops, Laptops, Mobile Phones, iPad, Printers, Scanners, MS Office, PDF Writers, etc) Network Infrastructure – Data & Voice – (LAN, Switches, Routers, Access Points, Internet Links, Cabling, IP Phones, etc.), Local Data Centre Infrastructure (Servers, Storage, etc), Conference Room (Camera, Video Conference, etc), Security Infrastructure in IT & OT (operational technologies, DCS etc) domain (Firewall, VPN, etc) and Business Applications – Core & Non-Core – (SAP, Salesforce, local application, etc).
2. Understand and communicate the interaction and relevance of these technologies and services in solving business problems and provide direction to the end users on leveraging use of the technology more effectively.
3. Support & collaborate with the Central Service Desk Team in providing Remote Management Support for all kind of End User Issues. Also provide remote Hands & Feet support whenever required.
4. Responsible for installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
5. Manage Site Asset Inventory of all IT Assets.
6. Liaise with IT Support Partners (Infrastructure, Application & OT) and perform joint troubleshooting.
7. Provide support to Regional IT Leads for developing yearly CAPEX and OPEX Budgets and help in timely utilization of the same with help from local procurement teams.
8. Help implementation of Projects driven by the Corporate IT in close co-ordination with Regional IT Leads and proliferate the same within the business site.
9. Take periodic feedback from End Users with regards to Service Quality and communicate the same with the Regional IT Leads and Global End User Computing Lead.
10. Ensure 100% compliance to standards and report any non-conformance observed.
11. Support multiple business audits and provide artifacts on IT queries.

Technology Required: End User Infrastructure (Desktops, Laptops, Mobile Phones, iPad, Printers, Scanners, MS Office & Teams, etc) Network Infrastructure – Data & Voice – (Switches, Routers, Access Points, Internet Links. IP Phones), Local Data Centre Infrastructure (Servers, Storage, etc.), Conference Room (Camera, Video Conference, etc.), Security Infrastructure in IT & OT domain (Firewall, VPN, etc) and Business Applications – Core & Non-Core (SAP, Salesforce, local application, etc.).

Major KRAs:

1. Manage and support End User issue resolution and perform root cause analyses to ensure system effectiveness, streamline support processes and build knowledge base for support and implementation of solutions
2. Implement and manage local IT projects using proven concepts to apply End User Computing Technologies to meet business needs based on the guidance received from the Corporate IT Team
3. Responsible for the delivery and lifecycle management of all IT hardware & software Assets including adoption of new technologies such as Microsoft Office 365, SharePoint, Teams, etc. for every Birla Carbon employee
4. Assist with identification, and implementation of new technologies / solutions as well as carrying out enhancement / changes to existing systems to maximize system capabilities and fulfill new business requirements
5. Conduct end user training and participate in continuous education to keep support teams and end users educated on existing system and new capabilities
6. Be the Single Point of contact for functional expertise and problem escalation to ensure support priorities are aligned with the business