Job Summary

We are hiring an IT Infrastructure Support Engineer to manage end-user support, IT assets, and infrastructure operations. The role requires supporting critical business users, handling trading applications, and ensuring high availability of IT services.

Key Responsibilities -

User Lifecycle Management

- Manage user onboarding process:

O Understand user roles and responsibilities.

o Provision access, systems, and required applications.

o Allocate IT assets (laptop, desktop, peripherals) within defined SLA.

•Handle user offboarding:

o Revoke system access, recover assets, Revoke application license.

o Ensure proper documentation and audit logs are maintained.

• Maintain accurate records of user provisioning and deprovisioning activities.

Ticketing Tool Management (ServiceNow / Jira / ManageEngine)

• Log, categorize, and prioritize customer tickets accurately in the ticketing system.

• Track ticket lifecycle from creation to closure ensuring SLA adherence.

• Assign and escalate tickets to appropriate teams for resolution

• Maintain proper documentation of issues, resolutions, and updates.

• Monitor ticket queues and ensure no backlog or SLA breaches.

• Generate reports and dashboards from the ticketing tool for performance tracking

• Identify recurring issues and suggest automation or knowledge-base improvements.

IT Asset Management

- Maintain inventory of all IT assets (hardware/software)
- Track issuance, returns, and asset lifecycle.
- Ensure asset records are always audit-ready.
- Coordinate procurement/repair/replacement of IT equipment.

End-User Support

- Provide L1/L2 support for:

o OS installation, configuration, and troubleshooting (Windows/Linux/Mac as applicable).

o Application installation and issue resolution.

o Printing, scanning, and peripheral support.

• Support enterprise applications used within the organization.

- Handle day-to-day technical issues raised by users.
- Provide priority support to critical/VIP users.





Network & Infrastructure Support

- Troubleshoot LAN/Wi-Fi connectivity issues.
- Monitor and ensure availability of:

o Internet connectivity o Network infrastructure o Recording lines, VC (Video Conference) rooms

• Perform basic network diagnostics and escalate complex issues.

Active Directory & Access Management

- Manage user accounts in Active Directory (AD):

o User creation, modification, deletion.

o Group policy and access management.

- Perform periodic user access reviews for compliance.
- Ensure adherence to security and access control policies.

Monitoring & Preventive Maintenance

- Conduct daily monitoring of IT services, including:

o Network availability (LAN/Wi-Fi)

o Applications uptime o VC systems and recording lines

- Perform routine maintenance tasks:

o Data restore activities o Backup verificationo

Health checks of systems and services.

Audit & Compliance

- Maintain complete and accurate records for:

o IT assets o User access o Critical user list

• Support internal/external audits by providing required documentation.

- Ensure compliance with IT policies and procedures.

Incident & Service Management

- Respond to incidents within defined SLAs.
- Prioritize and escalate critical issues appropriately.

• Maintain logs of incidents, resolutions, and service requests.

Reporting & Metrics

• Track KPIs such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), and response time.

- Prepare reports and dashboards for management review.
- Monitor trends and identify improvement opportunities.

Technical Skills

- Solid knowledge of:

o Windows OS installation and troubleshooting o Active Directory and user management o Networking fundamentals (LAN, Wi-Fi, DNS, DHCP)

o IT asset management tools

• Familiarity with enterprise applications, trading application support

- Understanding of backup and restore processes.

• Experience with trading platforms used in Mutual Fund/Financial industry (Bloomberg,

CCIL, etc.) will be value addons.

• Understanding of business-critical environments and user prioritization.

📌 Deputy Manager - IT Infra (Mumbai)
🏢 Invesco Mutual Fund
📍 Mumbai