Senior IT Infrastructure Lead

Position Summary: We are seeking highly accomplished IT Infra, Operation, ITSM Lead who can be the part of the GEDU IT Infra & Operation Team at GEDU Noida. The person should preferably have worked as Infra, Operation and Network support lead including Azure, Office365. He/she should be driven by business needs, should be a great user advocate, should have good communication skills and ability to inspire people at all levels to follow your customer intimacy. He/she can work with flexible sift according to different time zone based on organisation need. Responsible for co-developing the vision and strategy of the product by collaborating with Product Managers, product owners, architects, R&D leadership. He/she develops and communicates the strategic direction for the software teams. He/she collaborates with user experience team to define intuitive user experience to our users. He/she collaborates with R&D stakeholders to define the non-functional roadmap for the product. Duties and Responsibilities: Lead a team of IT support technicians and engineers, providing guidance, mentorship, and support to ensure the timely resolution of technical issues and adherence to service level agreements (SLAs). Implement and maintain IT service management best practices, including incident management, problem management, change management, and service request management processes. Develop and maintain ITSM documentation, including standard operating procedures (SOPs), knowledge base articles, and system documentation. Collaborate with cross-functional teams to identify and implement improvements to our IT infrastructure, including hardware, software, networks, and security systems. Monitor the performance and availability of IT systems and infrastructure components, proactively identifying and addressing potential issues to minimize downtime and ensure business continuity. Manage relationships with third-party vendors and service providers, ensuring compliance with contracts and SLAs and resolving any issues or escalations in a timely manner. Stay current with industry trends and best practices in ITSM and infrastructure management, recommending and implementing new technologies and processes to enhance efficiency and effectiveness. Manage/Develop & Deliver all Software/Tool/ technology and IT Infra Projects as per business needs