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 clear 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-ticket backlog using smart automation. Follow a clear, repeatable process for logging, fixing, and learning from issues, and track simple measures such as how quickly issues are resolved, how often they are fixed on the first try, how many are handled on time, and how satisfied employees are.

3. Infrastructure Maintenance & System Availability

- Daily Infra Monitoring : Oversee the day-to-day performance and uptime of the Noida campus network, and end-user laptops
- Automated Backup & Disaster Recovery : Take absolute ownership of automated data backups and recovery logs, utilizing automated validation scripts to ensure complete business continuity.
- Asset Management : Track hardware inventory, handle IT onboarding setups for new joiners, pre-provision a standard developer and BI toolset (Microsoft 365 Copilot, Power BI/Fabric) with baseline Azure DevOps and Fabric roles, and use automated tools to securely wipe/re-image systems during employee exits.

4. Networking & ISP Governance

- Connectivity Uptime : Act as the main point of contact for ISPs (Internet Service Providers) to ensure high-speed, redundant internet lines across the Noida campus with zero dropouts.
- Network Troubleshooting :



Monitor routers, switches, and firewalls; isolate and resolve local Wi-Fi or LAN connection drops instantly.
- Network Security : Maintain firewalls, Global Protect VPN clients, and access points to prevent unauthorized network entry.

5. Microsoft Environment & Patch Ownership

- Identity & Access Management : Create, modify, and terminate employee user accounts and security roles via Active Directory and Azure AD / O365, moving toward automated role-based access, so people automatically get the right level of access, help fix multi-factor sign-in problems (Microsoft Authenticator / V-ID), and make sure requests for high-level admin access go through proper approval and review first
- Automated Patching : Manage the deployment of systematic Windows security updates, antivirus definitions, and software patches using Microsoft Intune, which sets up new devices automatically with little manual effort across all client machines.

Rhythm of Business

IT operations at MAQ Software run on a well-defined cadence. In this role you own and sustain that rhythm at our Noida campus, in close coordination with the Mumbai, Hyderabad, and Redmond teams:

- Daily : Publish the infrastructure health report at 8 AM and 8 PM, keep the 8-11 AM window explicit for project teams’ calls with Redmond, run the IT huddle at 8:30 AM and 2:30 PM IST on Microsoft Teams, and resolve Global Helpdesk tickets on time.
- Weekly : Reboot routers and LAN switches, complete Saturday maintenance, join the Wednesday IT conference call, set up the Weekly Learning Hour, and inspect router logs and Azure / AWS / O365 usage.
- Monthly : Back up network-device configurations, send the SLA status report, review deactivat

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