Role & responsibilities:

IT Service Delivery & Operations

- Overall responsibility for IT Service Delivery and performance for the BU / Line of Business.
- Act as the Service Delivery Leader for the BU, supporting all site IT managers and teams.
- Ensure 100% system availability with 24/7 support for production systems and critical applications (VMT, HHT, RFID, OCR, Web Portals, Weight Scale Integration, PDS / DGPS, etc.).
- Establish, monitor, and continuously improve service quality parameters across IT systems.
- Monitor daily SLAs, ticket volumes, and ticket ageing; drive timely issue resolution and root cause analysis.
- Submit monthly SLA and performance reports to HO and BU leadership.

IT Business Applications

- Understanding of 2 tier and 3 tier Application architecture
- Saas Application understanding, Legacy application
- Collaboration with product and application teams for roll out of application

IT Governance, Risk & Compliance

- Implement and monitor adherence to IT policies, procedures, and standards.
- Ensure PROD and DR setup across sites; conduct periodic DR and recovery testing as per business requirements.
- Own ISO and CO audit compliance for assigned sites; ensure audit closure and non-recurrence of issues.
- Maintain standard compliance and governance reports (monthly reports, ISO effectiveness matrix, CEO reports, SLA dashboards, etc.).
- Manage IT risk identification, mitigation, and security assessments in collaboration with Central Security teams.

Infrastructure, Security & Network Management

- Manage IT systems and security infrastructure (firewalls, ISE, proxy servers, MPLS, internet access) in consultation with Central teams.
- Capacity planning for network and IT infrastructure, considering future business growth and requirements.
- Establish IT health checks,



monitoring frameworks, and proactive alerting mechanisms.
- Ensure regular maintenance, refresh, and optimal utilization of IT resources.

Project & Change Management

- Lead, plan, and execute implementation of recent IT systems and enhancements to existing systems.
- Define requirements, scope, and delivery plans for site-level IT improvement projects in consultation with stakeholders.
- Ensure proper documentation of projects, manuals, SOPs, and change requests; approve final versions.
- Manage software installations, upgrades, version control, replication, backups, and recovery procedures.

Stakeholder & Vendor Management

- Work closely with Operations and BU stakeholders to understand, define, and deliver IT solutions aligned to business needs.
- Proactively liaise with internal departments to ensure seamless IT support.
- Manage relationships with software and hardware vendors to ensure reliable, cost-effective service delivery.
- Prepare and maintain escalation matrices for site-level IT operations.

Budget & Resource Management

- Prepare and manage IT budgets in consultation with BU Site IT Stakeholders and Central IT teams.
- Monitor IT expenses and ensure conformance to approved budgets.
- Support procurement activities including preparation of purchase requests for IT assets and services.
- Monitor and drive efficiency and performance of BU IT teams.

Leadership & Reporting

- Provide direction and guidance to site IT teams, driving service improvement and operational excellence.
- Host, organize, and attend BU HOD meetings and audits related to IT service delivery.
- Perform any other duties assigned by the Director IT.

Preferred candidate profile:

Engineering Graduate or Equivalent in Computer / IT

Prince2 / PMP / ITIL

EXCELLENT A Grade Communication Skills

📌 Deputy General Manager - IT Infrastructure (Maharashtra)
🏢 Talent Hired-the Job Store
📍 Maharashtra