IT Procurement and Deployment:
- Manage procurement, deployment, and lifecycle management of IT hardware and software.
- Develop vendor relationships and negotiate contracts to ensure cost-effective solutions.
IT Support and Maintenance:
- Oversee ongoing maintenance and support for IT infrastructure and end-user devices.
- Provide hands-on troubleshooting and support for critical IT issues when required.
- Establish and monitor IT support KPIs and SLAs.
Core Office Productivity Tools:
- Administer and support office productivity tools such as Google Workspace suite, Zoom, Slack, Microsoft Office 365, collaboration platforms, and communication systems.
- Ensure seamless integration and functionality across global locations.
Business Applications Support:
- Provide support for key business applications, ensuring availability and performance.
- Act as a hands-on technical expert in managing and troubleshooting application-related issues.
Lead Helpdesk tasks:
- Delegate tasks effectively while remaining accessible for technical guidance and support.
- Create SOPs for technical guidance and support.
Stakeholder Management:
- Collaborate with internal stakeholders across departments to understand and address their IT needs.
- Act as the primary liaison between the India IT team and global IT leadership, ensuring alignment with corporate objectives.
- Communicate IT strategies, updates, and project progress to senior leadership and stakeholders.
Governance and Compliance:
- Ensure IT policies and practices comply with global standards and local regulations.
- Proactively mitigate risks related to IT security, data privacy, and business continuity.
Qualifications and Skills:
Educational Background:
- Bachelor s degree in Computer Science, Information Technology, or a related field.
- Master s degree or certifications in IT management (e.g., ITIL, PMP) is a plus.
Experience:
-10+ years of experience in IT operations and management within a global organization, with at least 3 years as a Senior / lead helpdesk role
- Proven ability to balance strategic leadership, stakeholder engagement, team management, and hands-on technical work.
Technical Skills:
- - Knowledge of IT infrastructure, networking, and cybersecurity principles.
- Proficiency in office productivity tools, enterprise applications, and cloud platforms.
Desirable Certifications:
Certifications like ITIL, PMP, CISSP, Microsoft Certified: Azure Administrator, or AWS Certified Solutions Architect, Google cloud administrator are desirable and will be considered an advantage.
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IT Management and Strategy Certifications:
- ITIL (Information Technology Infrastructure Library): Foundation or Intermediate level, for expertise in IT service management.
- COBIT (Control Objectives for Information and Related Technologies): For IT governance and management.
- CIO Executive Council Certifications: Relevant for IT leadership roles.
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Project Management Certifications:
- PMP (Project Management Professional): For managing IT projects effectively.
- PRINCE2 (Projects IN Controlled Environments): Widely used in IT project management.
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Cloud and Infrastructure Certifications:
- AWS Certified Solutions Architect (Associate/Professional): For cloud platform expertise.
- Microsoft Certified: Azure Solutions Architect Expert: For proficiency in Microsoft s cloud services.
- CompTIA Server+ or Network+: For foundational IT infrastructure knowledge.
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Cybersecurity Certifications:
- CISSP (Certified Information Systems Security Professional): For IT security leadership.
- CISM (Certified Information Security Manager): For IT security management practices.
- CEH (Certified Ethical Hacker): For foundational cybersecurity knowledge.
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Productivity Tools and Application-Specific Certifications:
- Microsoft Certified: Modern Desktop Administrator Associate: For managing and deploying Office 365 and Windows environments.
- Microsoft Certified: Dynamics 365 Fundamentals/Administrator: For managing business applications.
- Google Workspace Administrator Certification: For managing Google-based productivity suites.
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Data and Analytics Certifications:
- ITIL 4 Strategist: Direct, Plan and Improve (DPI): For IT-driven strategic planning.
- Certified Data Management Professional (CDMP): For managing business applications and data strategies.
