It Support Manager

Job Overview:

Were looking for a dynamic and experienced Assistant Manager IT Operations to lead a talented team of over 25 IT professionals across multiple locations. Based in our Chennai office, you’ll drive seamless IT service delivery, streamline operational processes, and oversee day-to-day operations for our key cybersecurity and healthcare clients.

Key Responsibilities:

• Team Leadership & Development

  : Guide and inspire a team of 25+ IT professionals, overseeing shift schedules, conducting performance evaluations, and cultivating a culture of teamwork and innovation.

• Operational Efficiency

  : Manage daily IT operations to ensure system reliability, adherence to SLAs, and swift resolution of issues, tailored to the needs of cybersecurity and healthcare clients.

• Process Optimization

  : Design and implement streamlined IT processes to boost efficiency, scalability, and operational performance.

• Cross-Location Management

  : Coordinate seamless IT service delivery across Chennai, and all other branches ensuring consistent communication and standards.

• Client Collaboration

  : Partner with cybersecurity and healthcare teams to align IT operations with strategic business goals.

• Performance Oversight

  : Monitor SLAs, conduct ticket audits, and leverage metrics to drive ongoing improvements and operational excellence.

Required Skills/Technologies/Tools:

1. ITSM Tools:

   Expertise in Fresh service, or ManageEngine ServiceDesk Plus for incident, problem, and change management.

2. Operating Systems:

   Advanced administration of Windows Server (2019/2022), Linux, and macOS.

3. Networking:

   Proficiency in LAN/WAN configuration, VLAN segmentation, VPN management (Sophos VPN, FortiClient, AWS Client VPN), TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.

4. Directory & Identity Management

   : Strong experience with Active Directory (user/group management, OU design), Azure AD/Entra ID, Group Policy, and similar IAM solutions.

5. Cloud Platforms:

   Working knowledge of AWS (EC2, S3, VPC) or Azure for hybrid cloud environments.

6. Cybersecurity Tools:

   Familiarity with endpoint security (CrowdStrike, Bitdefender, Microsoft Defender).

7. SLA & Ticketing:

   Expertise in SLA tracking, ticket prioritization, and metrics reporting using ITSM platforms.

8. Virtualization:

   Experience with VMware vSphere, Hyper-V.

9. Project Management:

   Proficiency in Agile/Scrum methodologies and tools like Jira, Trello, or MS Project for IT project execution.

10. Automation & Scripting:

    Basic scripting skills in PowerShell, Python, or Bash for automating routine tasks.

11. HRMS Integration:

    Experience with IT onboarding/offboarding processes and integration with HRMS platforms (e.g., Darwinbox, Zoho people).

12. Documentation & Communication:

    Ability to create SOPs, knowledge base articles, and presentations, with strong verbal and written communication for stakeholder engagement.

13. Productivity Tools:

    Proficiency in Microsoft 365, Google Workspace, and IP telephony systems (e.g., Teams, Zoom Phone).

Good to have Technologies/Tools:

1. Monitoring Tools:

   Experience with Zabbix, Nagios, or SolarWinds for infrastructure monitoring.

2. DevOps Tools:

   Familiarity with CI/CD pipelines (Jenkins, GitLab CI) or containerization (Docker, Kubernetes).

3. IT Asset Management:

   Knowledge of tools like Lansweeper or Ivanti for asset tracking.

4. Backup & Recovery:

   Experience with Veeam, Commvault, or Acronis for data backup and disaster recovery.

5. Zero Trust Security:

   Understanding of zero trust frameworks (e.g., Beyond Corp, Zscaler).

6. Collaboration Platforms:

   Proficiency in Slack, Microsoft Teams, or Confluence for team collaboration.

7. AI/ML Tools:

   Exposure to AI-driven IT operations tools (e.g., ServiceNow Predictive Intelligence, Splunk IT Service Intelligence, Zoho Zia).

8. Compliance Frameworks:

   Knowledge of GDPR, HIPAA, or ISO 27001 for regulatory compliance in cybersecurity and healthcare.

9. Certifications:

   Certifications (e.g., ITIL v4, PMP, CISSP, CompTIA Security+) are a plus.