- Roles and Responsibilities
- Manage IT infrastructure operations, ensuring high availability, scalability, and performance.
- Oversee day-to-day activities of the team responsible for managing servers, networks, databases, and other IT systems.
- Develop and implement strategies to improve operational efficiency and reduce costs.
- Collaborate with vendors to resolve technical issues related to hardware and software maintenance.
- Ensure compliance with SLAs by monitoring key performance indicators (KPIs) such as uptime, response time, etc.
- Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity.
- Managing technology vendors and service providers to ensure that the organization's technological needs are met.
- Manage, mentor, and motivate a team of support staff to deliver high levels of customer service. Provide guidance, training, and support to team members
- Oversee the address escalated technical issues, ensuring timely and effective solutions. Work with the team to prioritize and resolve tickets on severity.
- Analyze support processes and implement best practice to improve efficiency,
reduce response times and enhance overall support quality.
- Communicate with customers to resolve complex issues and ensure their satisfaction. Build strong relationships with clients to understand their needs and provide proactive solutions.
- Monitor key performance indicators (KPIs), prepare regular reports on support team performance, and make date driven decisions to optimize service delivery.
Desired Candidate Profile
- 8-10 years of experience in IT Operations management with expertise in IT Infrastructure Management.
- Bachelor's degree in Information Technology or equivalent from a reputed institution like B.Tech / B.E. in Information Technology.
- Strong understanding of budgeting processes for IT projects; ability to manage budgets effectively.
- Excellent communication skills with ability to work closely with vendors; robust vendor coordination skills.
- Ability to manage multiple projects and resolve complex customer issues.
- Experience with support tools, ticketing systems and CRM software
- Experience in Retail and QSR ( Quick Service Restaurant) preferred.