Senior Executive

Job Description

Job Title Senior Executive IT Operations Function IT Operations Purpose Responsible for day-to-day operational handling of the IT requirements in the Area including maintenance of network facilities, asset tracking and general IT troubleshooting for all employees, and ensuring adherence to the defined policies and procedures in all functional operations Responsibilities Lead Systems & Infrastructure in designing and drafting the Standard Operating Procedures (SOPs), service level guidelines and policies pertaining to the IT function e.g. IT security related systems and procedures, IT policy manual, asset procurement and maintenance guidelines, user entitlements for laptop, data card etc. Drive effective resolution of user queries (internal and external customers) with respect to IT systems and infrastructure in the location; Monitor reports on a periodic basis and take appropriate action, if any. Ensure servicing of any operational issues within TAT either under warranty or through AMC contracts. Ensure adherence to the defined policies and procedures (e.g. Patch Management, firewall maintenance, Antivirus Updates) in the location. Responsible to define and setup disaster recovery plan for the organization s information framework ensuring minimum downtime for systems. Responsible for data security in the location by utilization of security systems and firewalls. Manage network infrastructure in the location to ensure adequate connectivity with minimal downtime (less than 0.01%); Augment network capacity where required and conduct timely up gradation of network infrastructure in consultation with Head Regional Systems and Infrastructure. Implement processes for periodic monitoring of network devices such as LAN, OTM devices, Wi-Fi, Voice and other infrastructure to ensure smooth conduct of business operations in the location. Ensure preventive maintenance of all IT Infrastructure in the location; Monitor reports of all completed maintenance checks and take actions, if any. Ensure effective and timely resolution of customer queries with respect to systems and hardware facilities installed at their premises. Ensure adherence to all compliance requirements in terms of software licensing norms Build good relation with vendor and ISP. Ensure effective and timely resolution queries of hub employees with respect to IT systems and hardware facilities to ensure seamless business operations. Responsible for the smooth functioning of IT processes at the Ground Hub Ensure regular cleaning up of the physical IT assets (desktops, printers, etc.) Maintain up-to-date IT inventory database. Provide support for the implementation of various IT applications like C2NG, Navision, etc. and other basic applications to ensure their smooth functioning; Also service any operational issue as may occur either under warranty or through AMC contracts. Conduct visits to customer with Operations, Sales and Customer service Executives for technology presentation; Analyze and understand customer requirements and accordingly provide best tech solutions to customers. Meet existing customers to maintain, develop and understand their MIS requirements and fulfill the same. People Ensure timely goal setting, monitoring, review of performance parameters and feedback to team members Ensure that the team is adequately staffed as per business requirements Ensure high level of employee engagement and retention of critical employees Mentor and coach subordinates to develop their capabilities and build a strong succession pipeline for the role Eligibility Not in active PIP or under disciplinary action. Minimum educational qualification graduation in any stream.