Job Description – Head of IT Operations & Infrastructure

- Company: Fusion Business Solutions Pvt. Ltd. (FBSPL)
- Position: Head – IT Operations & Infrastructure
- Department: Information Technology
- Location: Udaipur, Rajasthan
- Employment Type: Full-Time
- Experience Required: 12–18 Years (including 4–5 years in IT team leadership)
- Reporting To: CTO

1. Job Summary

- We are seeking a highly experienced, technically proficient, and hands-on Head of IT Operations to lead enterprise IT infrastructure, end-user computing, IT service delivery, and daily IT support operations.
- The ideal candidate should possess strong technical expertise in Microsoft 365, Microsoft Entra ID, Hybrid Identity Synchronization, Exchange Online, Exchange Server 2019 (Hybrid), Microsoft Intune, Microsoft Azure, Windows Server, Active Directory, VMware virtualization, Sophos XGS and Fortinet firewalls, Veeam Backup & Replication, and IT Service Management (ITSM).
- The role requires strong technical troubleshooting capabilities, operational leadership, people management, and a service-oriented approach to ensure reliable IT services across the organization.
- This is a hands-on technical leadership position requiring the ability to independently diagnose and resolve complex infrastructure issues while managing the IT support and infrastructure team.

2. Key Roles and Responsibilities

A. IT Operations & Infrastructure Management

- Lead daily IT infrastructure operations to ensure high availability, stability, and performance of business-critical services.
- Manage enterprise servers, storage, virtualization platforms, networking equipment, and end-user computing environments.
- Administer Windows Server 2019/2025 environments, Active Directory Domain Services (AD DS), DNS, DHCP, and Group Policy Objects (GPO).
- Manage VMware ESXi virtualization, including virtual machine provisioning, resource allocation, maintenance, and troubleshooting.
- Oversee infrastructure monitoring, capacity utilization, availability, and performance.
- Plan and execute routine infrastructure maintenance, upgrades, hardware replacements, and lifecycle management.
- Coordinate with ISPs, OEMs, and technical service providers.
- Maintain infrastructure documentation, configuration records, and asset inventories.
- Ensure reliable IT infrastructure support for business operations requiring 24×7 availability.

B. Microsoft 365, Hybrid Identity & Exchange Administration

Microsoft 365 & Exchange

- Administer Microsoft 365 Admin Center, Exchange Online, and Exchange Server 2019 in a hybrid environment.
- Manage on-premises Exchange Server 2019, including Exchange Admin Center, databases, connectors, certificates, transport services, and mail flow.
- Administer hybrid Exchange configurations, mailbox management, directory synchronization, and mail routing.
- Troubleshoot Outlook connectivity, mail delivery failures, mailbox access, and hybrid Exchange issues.
- Manage shared mailboxes, distribution groups, mail flow rules, and Microsoft 365 licensing.
- Administer Microsoft Teams, SharePoint Online, and OneDrive.

Microsoft Entra ID & Hybrid Synchronization

- Administer Microsoft Entra ID and on-premises Active Directory.
- Manage hybrid identity synchronization using Microsoft Entra Connect Sync or Cloud Sync.
- Troubleshoot synchronization errors, duplicate identities, attribute mismatches, and authentication failures.
- Manage user provisioning, deprovisioning, identity lifecycle operations, and enterprise application access.
- Support Single Sign-On (SSO) and hybrid authentication configurations.
- Administer Microsoft 365 identity-related operational configurations.

Microsoft Intune & Endpoint Management

- Administer Microsoft Intune for Windows and macOS endpoint management.
- Manage device enrollment, configuration profiles, application deployment, and endpoint provisioning.
- Support Windows Autopilot and Apple Business Manager integrations.
- Troubleshoot device enrollment, application installation, synchronization, and management issues.
- Maintain endpoint inventory and operational device configurations.

C. Enterprise Networking & Firewall Administration

- Manage enterprise LAN, WAN, Wi-Fi, switching, routing, and internet connectivity.
- Possess strong hands-on experience with Sophos XGS 3300 firewalls and Fortinet FortiGate firewalls.
- Administer Sophos Firewall configurations, including High Availability (HA), firewall rules, NAT, SD-WAN, VLAN interfaces, and VPN connectivity.
- Manage Fortinet FortiGate firewall configurations, routing, NAT, VPN, and HA operations.
- Configure and troubleshoot site-to-site IPSec VPNs, SSL VPN connectivity, and network routing.
- Monitor firewall performance, interface utilization, link availability, and operational health.




- Perform firewall configuration backups, firmware maintenance, and restoration activities through approved change procedures.
- Troubleshoot network connectivity, DNS, DHCP, VLAN, routing, and ISP-related issues.
- Coordinate with network engineers, OEMs, and ISPs for service restoration and technical support.
- Maintain updated network diagrams, firewall configuration documentation, and network inventories.

Firewall responsibilities are limited to operational administration, connectivity, availability, and troubleshooting. Cybersecurity strategy, threat monitoring, vulnerability assessments, and security governance remain with the designated information security function.

D. Backup, Recovery & Business Continuity Operations

- Administer Veeam Backup & Replication for enterprise servers and virtualized workloads.
- Configure and manage backup jobs, schedules, repositories, retention settings, and backup infrastructure.
- Monitor daily backup job execution and investigate failed or incomplete backups.
- Perform file-level, VM-level, and server restoration activities when required.
- Conduct periodic backup restoration tests to verify recoverability.
- Manage backup storage infrastructure, including NAS-based backup repositories.
- Maintain backup documentation, recovery procedures, and operational reports.
- Support infrastructure restoration during service disruptions.
- Coordinate with relevant stakeholders to meet approved Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).

E. IT Service Management (ITSM) & Helpdesk Operations

- Own and manage the organization's IT service desk and daily technical support operations.
- Implement and manage ITSM processes aligned with ITIL best practices.
- Ensure all IT support requests, incidents, and service requests are recorded, categorized, prioritized, assigned, and tracked through a centralized ITSM platform.
- Establish and monitor Service Level Agreements (SLAs), response times, resolution times, and escalation procedures.
- Manage Incident Management, Service Request Management, Problem Management, Knowledge Management, and operational Change Management processes.
- Conduct ticket reviews to identify recurring issues, service bottlenecks, and improvement opportunities.
- Develop escalation matrices and ensure timely resolution of critical IT incidents.
- Monitor helpdesk productivity, first-contact resolution, ticket backlogs, and user satisfaction.
- Maintain troubleshooting guides, knowledge base articles, and service desk SOPs.
- Ensure smooth employee IT onboarding and offboarding.
- Prepare weekly and monthly IT service performance reports.

Preferred ITSM platforms: Zoho Desk, ServiceNow, Jira Service Management, or equivalent enterprise ITSM solutions.

F. People Management & Team Leadership

- Lead, mentor, and manage IT infrastructure and technical support teams.
- Allocate daily responsibilities, define team priorities, and ensure timely task completion.
- Establish measurable KRAs and KPIs for IT support engineers and infrastructure administrators.
- Conduct team meetings, performance reviews, technical assessments, and coaching sessions.
- Develop technical capabilities through training and knowledge-sharing.
- Establish an effective escalation structure for complex technical issues.
- Manage team rosters, shift planning, and support coverage.
- Foster accountability, ownership, collaboration, and a customer-service mindset.
- Act as the primary escalation point for critical IT operational issues.

G. IT Asset, Vendor & Budget Management

- Manage the IT asset lifecycle, including procurement coordination, deployment, inventory tracking, warranty management, and disposal.
- Maintain accurate hardware, software, licensing, and infrastructure asset records.
- Coordinate with vendors and OEMs for technical support, maintenance, renewals, and service delivery.
- Monitor IT operational expenses, licensing utilization, and maintenance costs.
- Recommend cost optimization opportunities without compromising service quality.
- Support IT infrastructure budgeting, capacity planning, and procurement decisions.

H. Reporting, Documentation & Continuous Improvement

- Prepare daily, weekly, and monthly IT operational reports.
- Track infrastructure availability, ticket performance, recurring incidents, and service improvement initiatives.
- Maintain IT SOPs, technical documentation, network diagrams,



asset inventories, and configuration records.
- Identify opportunities for IT process automation and operational efficiency.
- Conduct periodic reviews of infrastructure performance and support processes.
- Provide technical recommendations to senior management for improving reliability and user experience.

3. Educational Qualifications & Experience

Education

- Bachelor's or Master's degree in Computer Science, Information Technology, Computer Applications, or a related discipline.

Professional Experience

- Minimum 12 years of progressive experience in enterprise IT infrastructure and operations.
- At least 4–5 years of experience leading IT infrastructure or technical support teams.
- Experience managing enterprise environments supporting 500+ users, preferably 1,000+ users.
- Strong hands-on experience with Microsoft 365, Entra ID, Hybrid Sync, Exchange Server 2019, Exchange Online, Intune, and Azure.
- Practical experience administering Sophos XGS and/or Fortinet firewalls.
- Experience with VMware virtualization and Veeam Backup & Replication.
- Proven experience managing ITSM-based service desk operations.
- Experience supporting 24×7 business operations.
- Ability to independently troubleshoot complex infrastructure issues.

Preferred Certifications

- CCNA
- Microsoft Certified: Endpoint Administrator Associate (MD-102).
- Microsoft Certified: Identity and Access Administrator Associate (SC-300).
- Microsoft Certified: Azure Administrator Associate (AZ-104).
- Microsoft 365 Administrator Expert (MS-102).
- ITIL 4 Foundation or higher.
- Sophos Firewall Engineer / Sophos Certified Administrator.
- Fortinet Certified Professional (Network Security) or equivalent.
- Veeam Certified Engineer (VMCE).
- VMware Certified Professional (VCP) or equivalent.

4. Key Performance Indicators (KPIs)

KPI

Indicative Target

Critical IT Infrastructure Availability

≥ 99.9%

IT Support SLA Compliance

≥ 95%

First Response SLA Compliance

≥ 95%

User Satisfaction (CSAT)

≥ 90%

IT Ticket Backlog

Within agreed thresholds

Critical Incident Escalation

Within defined SLA

Employee IT Onboarding Readiness

≥ 98% on time

IT Asset Inventory Accuracy

≥ 98%

Scheduled Backup Job Success

≥ 98%

Monthly IT Operational Reporting

100% on time

Final KPI targets will be established based on organizational requirements, ITSM maturity, and approved service-level commitments.

5. Required Leadership & Behavioural Competencies

- Strong analytical thinking and technical problem-solving abilities.
- Ability to troubleshoot complex issues independently rather than relying entirely on external vendors or team members.
- Excellent team leadership, delegation, and conflict-resolution skills.
- Strong communication and stakeholder-management capabilities.
- Ability to prioritize multiple incidents and service requests.
- Demonstrated ownership and accountability for IT service delivery.
- Proactive approach to infrastructure maintenance and incident prevention.
- Strong documentation, reporting, and process-improvement skills.
- Ability to work effectively under pressure during critical infrastructure outages.

6. Scope & Role Boundaries

The IT Head will be responsible for enterprise IT infrastructure operations, Microsoft ecosystem administration, Azure infrastructure administration, firewall and network operations, backup and recovery, IT service management, end-user support, and IT team leadership.

The following functions are outside the direct ownership of this position:

- DevOps engineering, CI/CD pipelines, application deployments, and software release management.
- Application development and software engineering delivery.
- Information security strategy, security operations, vulnerability assessments, penetration testing, and security governance.
- Regulatory compliance management, SOC 2, ISO certification, and audit governance.
- Enterprise cybersecurity risk management and security policy ownership.

The IT Head will coordinate with the respective functional owners when operational support, technical information, or infrastructure assistance is required.

7. Ideal Candidate Profile

We are looking for a technically solid, hands-on IT leader with an operational ownership mindset, capable of managing both people and technology.

The ideal candidate should be comfortable troubleshooting complex Microsoft 365, Exchange Hybrid, Active Directory, Sophos/Fortinet firewall, VMware, and Veeam backup issues, while simultaneously managing ITSM ticket performance, mentoring IT support engineers, and reporting operational performance to senior management.

Pay: ₹1,600,000.00 - ₹1,860,000.00 per year

Benefits:

- Flexible schedule
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 IT Head (Udaipur)
🏢 Fusion Business Solutions
📍 Udaipur