Senior Manager

Job Title & Designation: IT Operations & Systems Specialist, Sr. Manager - IT

Department: Information Technology (IT)

Business: Subway India

Location: Gurgaon Office

Reports to: GM- IT

Role Summary:

The IT Operations & Systems Specialist is responsible for ensuring the smooth, secure, and efficient functioning of the organizations IT infrastructure. This role oversees day-to-day IT operations, supports hardware and software environments, manages IT security practices, tests and implements new applications, and ensures service excellence through effective helpdesk and vendor management.

Key Responsibilities:

1. IT Operations Management

• Manage daily IT operations to ensure maximum system uptime and performance.

• Oversee installation, configuration, and maintenance of laptops, desktops, servers, network devices, and peripherals.

• Maintain IT asset inventory, licensing records, and lifecycle management.

2. Hardware & Software Administration

• Deploy, configure, and troubleshoot hardware and software for employees.

• Manage updates, patches, and upgrades for all systems and applications.

• Ensure proper documentation of systems, configurations, and procedures.

3. IT Security & Compliance

• Implement and monitor IT security controls, including access management, antivirus, firewall rules, and data protection.

• Conduct regular security assessments and support compliance audits (ISO, internal policies, regulatory requirements).

• Educate users on cybersecurity best practices.

4. Application Testing & Implementation

• Evaluate, test, and validate new applications, tools, and system updates.

• Lead or support application rollouts, including user training and post-implementation support.

• Coordinate with stakeholders to gather requirements and ensure smooth transitions.

5. Helpdesk & User Support

• Manage helpdesk operations and ensure timely resolution of user incidents and requests.

• Provide Level 1 and Level 2 technical support as needed.

• Track, analyze, and report helpdesk performance metrics.

6. Vendor & IT Business Partner Management

• Maintain relationships with IT service providers, software vendors, and business partners.

• Review and negotiate service agreements and contracts.

• Monitor performance of external partners and ensure compliance with service-level expectations.

7. SLA Monitoring & Reporting

• Define, monitor, and report on service-level agreements (SLAs) for internal and external services.

• Identify gaps and drive continuous improvement initiatives.

• Create regular reports for management on system performance, downtime, and service quality.

Experience:

• 10-15 years of experience in IT operations, technical support, or system administration.

Skills & Personal Traits:

Key Competencies

• Troubleshooting & problem-solving

• Attention to detail

• Stakeholder management

• Project coordination

• Documentation & reporting

• Security awareness

• Customer-service mindset

Qualifications:

Required

• Bachelors degree in Information Technology, Computer Science, or related field.

• Strong knowledge of Windows/Mac OS, networking fundamentals, and cloud environments (e.g., Microsoft 365, Azure, AWS).

• Hands-on experience with IT security tools and best practices.

• Ability to diagnose and resolve technical issues efficiently.

• Strong vendor management and communication skills.

Preferred

• Certifications such as ITIL, CompTIA A+/Network+/Security+, Microsoft, or similar.

• Experience in application testing or deployment projects.

• Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, etc.).