IT City Leads

Role: IT City leads

Reporting to: Regional IT Manager - SM 1 /SM 2

Location: Assigned City/Region

Job type: Full time

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Position Overview

We at Zepto are seeking an experienced IT Engineer to manage and oversee all IT operations across Dark stores and Mother Hubs within the assigned city/region. This role is critical in ensuring seamless IT infrastructure, maintaining operational excellence, and supporting Zepto's rapid expansion while delivering exceptional uptime and service quality.

Key Responsibilities

Team Leadership & Operations Management

• Lead and manage first-line Engineers and supervisors across all assigned sites
• Coordinate daily operations, schedules, and resource allocation of IT personnel which also involves moving between darkstores within the assigned city
• Oversee day-to-day IT operations of Darkstores and MotherHubs in respective city
• Develop and implement operational policies, procedures, and best practices
• Drive performance optimization and continuous improvement initiatives

Stakeholder Management & Escalation Handling

• Serve as primary Point of Contact for all IT-related escalations from Darkstores and MotherHubs
• Build and maintain strong relationships with Darkstore and MotherHub stakeholders
• Provide immediate functional support for local incidents requiring urgent attention
• Coordinate with central IT teams for complex technical issues and escalations

Implementation & Launch Support

• Lead IT implementation for new Darkstore and MotherHub launches
• Ensure seamless technology deployment during expansion activities
• Provide ongoing Business-as-Usual (BAU) support across all operational sites
• Collaborate with central teams on standardization and rollout initiatives

Infrastructure & Network Management

• Ensure high uptime and availability of network services across all locations
• Build and maintain strategic relationships with Internet Service Providers (ISPs)
• Monitor and optimize IT infrastructure performance and capacity
• Lead discussions on daily operations and expansion of IT & Network Infrastructure

Asset Management

• Own and execute the IT Asset management charter for respective city
• Oversee efficient and secure handling of all IT assets ( Laptops, Desktops, HandHeld devices, Printers, Scanners)
• Implement asset tracking, maintenance, and lifecycle management processes
• Ensure compliance with asset management policies and procedures

Vendor Management

• Build and maintain strong relationships with vendors, communicating effectively, and resolving any conflicts that may arise.
• Train and support to vendors to ensure they understand company policies and procedures
• Regular reports to evaluate vendor performance, identify areas for improvement, and ensure that vendors meet the companys strategic goals.

Security & Risk Management

• Analyze security threats and vulnerabilities related to IT assets
• Coordinate with central IT security team to implement security fixes and patches
• Ensure adherence to cybersecurity policies and compliance requirements
• Monitor and report on security incidents and risk mitigation activities

Required Qualifications

Experience & Education

• Bachelor's degree in Information Technology, Computer Science, or related field
• 2-4 years of experience in IT operations management
• 1+ years of team leadership experience with 5+ team members
• Experience in managing multi-site IT operations (preferred)
• Background in retail, e-commerce, or logistics industry (preferred)

Technical Skills

• Strong knowledge of network infrastructure, routing, and switching, and understanding of SD-WAN solutions
• Proficiency in IT service management tools and frameworks (ITIL preferred)
• Understanding of cybersecurity principles and best practices
• Knowledge of asset management systems and processes

Leadership & Soft Skills

• Proven ability to lead and mentor technical teams
• Excellent problem-solving and analytical skills
• Strong communication and stakeholder management abilities
• Ability to work under pressure and manage multiple priorities
• Customer service orientation with focus on user experience

Additional Requirements

• Willingness to travel within assigned city/region as required
• Availability for on-call support during critical incidents
• Flexibility to work in a fast-paced, rapidly growing environment