POSITION DESCRIPTION

This is a technical position with functional and administrative reporting to Manager, IT. The employee shall be based in the country of operation of the Academy / School as informed by the local HR and shall perform duties and responsibilities defined below, and such other duties and obligations as may be identified to the employee from time to time.

Major Responsibilities Include:

1. IT Operational Planning and Support

- Contribute to medium- and long-term technology planning based on the schools educational objectives to keep the schools up to date with developments in IT.
- Contribute to the preparation of the IT budget, monitoring expenditure, forecasting activities and optimizing technology investments.
- Implement approved governance frameworks, policies and standards and ensure operational compliance.
- Support implementation of approved IT strategies, roadmaps and technology plans and provide recommendations for continuous improvement.
- Contribute to IT risks identification, assessment and mitigation activities.
- Coordinate internal and external IT audits and track remediation of audit findings and control weaknesses.
- Contribute to monitoring IT performance and ensure achievement of agreed strategic and operational objectives.

2. IT Service Delivery & End User Support

- Supervise delivery of IT service operations to ensure high levels of customer satisfaction and operational excellence.
- Ensure service levels are achieved through effective incident, problem and service request management.
- Act as the escalation point for escalated incidents and service requests.
- Coordinate vendor actions.
- Prioritize support activities and monitor service performance and implement continual service improvement initiatives.

3. Technology Infrastructure

- Lead the planning, design, implementation, administration, maintenance and continuous improvement of technology infrastructure, including computer networks, cloud services, telephony, computing devices, education technology, teaching and learning equipment, security and surveillance systems, etc.
- Lead technology infrastructure design, capacity, availability, resilience and roadmap.
- Ensure up-to-date documentation of technology infrastructure.

4. Information Security





- Supervise implementation of approved cybersecurity policies, controls, compliance programs and industry standards to protect technology infrastructure, systems and data.
- Lead cybersecurity risk identification, assessment, and mitigation activities.
- Ensure periodic security assessments, penetration testing and remediation activities are completed.
- Ensure effective identity management, vulnerability management and security awareness initiatives.
- Supervise the cyber incident response and post-incident review processes.
- Contribute for the compliance with statutory regulations like data protection acts from IT perspective.

5. Information Systems, Solutions and Innovation

- Contribute for the evaluation, implementation, maintenance, licensing, support and effective utilization of approved information systems, education technology and other solutions.
- Contribute to the effective utilization of technology and innovative solutions to support digital transformation initiatives that improve educational delivery, operational efficiency and user experience.

6. Data Management and Analytics

- Contribute for the implementation and operations of data warehouse and analytics tool for dashboard reporting.
- Contribute to ensure organizational data security and compliance.

7. IT Asset Management

- Supervise the lifecycle of IT assets and software licensing and optimize technology investments.
- Supervise effective planning, procurement, deployment, maintenance and disposal of IT assets.
- Ensure that an up-to-date list of IT assets including software subscriptions is available and used for replacement planning and timely renewal of subscriptions.

8. IT Projects Support

- Contribute for the implementation and delivery of assigned technology projects and workstreams.
- Contribute to ensure that projects are delivered within agreed scope, quality, budget and timelines.

9. IT Vendor Coordination

- Manage vendor relationships,



contract deliverables, service delivery and operational performance.
- Supervise technical evaluations and IT procurement activities.
- Contribute for preparing effective SLAs, RFQ and RFP based on organization requirements.
- Contribute to ensure vendor services deliver value for money and meet agreed service expectations.

10. IT Business Continuity & Disaster Recovery

- Contribute for IT business continuity and disaster recovery planning across the entity.
- Ensure backup, recovery and resilience processes are implemented and regularly validated
- Contribute for the organizational resilience through effective continuity planning and risk mitigation.
- Contribute to ensure that IT policies, procedures, documents and knowledge repositories are maintained and regularly reviewed.

11. People and Performance Management

- Lead, supervise, coach and mentor the IT team to achieve organizational objectives.
- Contribute to performance management and professional development activities.

12. Other Duties

- Perform other related duties as assigned by the supervisor.

REPORTING RELATIONSHIPS Functional and Administrative Reporting to: Manager, IT.

Supervises: Direct line management of IT team members at the school.

REQUIREMENTS

The resource should have

- Preferably bachelors degree in computer science, information technology, information management, or a related field.
- Minimum 5 years of progressive IT experience, including at least 2 years in an IT supervisor or IT team lead role.
- Technical knowledge and experience of maintaining and supporting technology infrastructure, academic and enterprise information systems and software solutions.
- Knowledge of industry best practices, quality standards in IT, cybersecurity and data protection regulations like GDPR, etc.
- Preferably relevant technical certifications.
- Excellent planning, organizational, and supervision skills.
- Solid analytical and problem-solving skills.
- Effective technical writing, communication, and presentation skills in English.
- Ability to build effective working relationships across teams.
- Ability to effectively coordinate with internal and external stakeholders.
- Willingness to travel for work, as needed.

📌 Senior Information Technology Specialist (Hyderabad)
🏢 Aga Khan Education Services
📍 Hyderabad