We are looking for a forward-thinking, process-driven IT Operations Lead with 5 to 8 years of proven experience to manage the daily IT infrastructure at our Noida campus, automated end-user support services, and system maintenance. In this role, you will hold complete operational ownership of our desktop support, local networking, and ISP partnerships, while actively leading AI adoption to automate and optimize IT operations.

Key Responsibilities

1. AI Adoption & Support Automation:
- AI-Driven Support Workflows: Lead the integration of AI chatbots, automated ticketing routing, and self-service virtual assistants to resolve common, first-level support questions instantly, including a self-service path for routine peripheral hand-outs—headsets, mice, monitors, and chargers—that today account for nearly half of all support tickets.
- Predictive Maintenance: Utilize AI monitoring scripts and machine learning logs to predict hardware failures, system performance drops, or network bottlenecks before they affect end-users.
- Smart Ticket Analysis:



Implement AI tools that read helpdesk tickets on One IT help desk data to identify recurring technical bottlenecks and systematically fix the root causes.

2. End-User Support & SLA Management:
- Daily Support Team Leadership: Run daily morning status calls with the Noida IT support team to review open tickets flagged by automated dashboards, identify technical blockers, and assign daily workloads.
- Incident Resolution: Ensure swift troubleshooting of complex employee IT queries (hardware issues, OS crashes, software installation blocks, access permissions) that bypass automated self-service systems. Set transparent steps for escalating issues the team cannot resolve and find and fix the underlying cause so the same problems do not keep coming back.
- SLA & Performance Control: Manage the One IT help desk platform. Monitor Service Level Agreements (SLAs) and drastically reduce the time taken to resolve issues and the weekly open-ti

📌 IT Operations Lead (Noida)
🏢 MAQ Software
📍 Noida