Job Purpose

The purpose of the Zonal Manager IT Infrastructure role is to ensure smooth and uninterrupted IT operations across all branches and offices within the assigned zone. The role oversees onground infrastructure support, network connectivity, endpoint readiness, and vendor coordination to maintain high service availability and resolve issues promptly. By managing field teams, supervising incidents, and ensuring compliance with IT standards, the role supports business continuity, user productivity, and reliable technology performance across the zone.

Key Result Areas

Infrastructure Uptime & Service Availability

Result Expected: High availability of network, endpoints, connectivity, and IT services across all branches in the zone.
Supporting Actions:

- Monitor branchlevel uptime and resolve incidents within defined MTTR.
- Coordinate with telecom providers and central network teams for faster issue resolution.
- Ensure preventive maintenance and timely replacement of faulty assets.

Incident & Escalation Management

Result Expected: Timely closure of zonelevel IT incidents with minimal business disruption.
Supporting Actions:

- Oversee field engineers and ensure adherence to SLA/OLA timelines.
- Handle critical escalations and ensure proper rootcause analysis and corrective actions.
- Track incident trends to reduce repeat issues.

Vendor & Field Resource Performance

Result Expected: Productive and reliable service delivery from all vendor partners operating in the zone.
Supporting Actions:





- Monitor vendor engineer attendance, productivity, and SLA compliance.
- Conduct periodic reviews with vendor teams and drive improvements.
- Ensure adequate manpower allocation for highvolume branches or critical sites.

Branch IT Readiness & Infra Deployment

Result Expected: All branches in the zone remain ITready with smooth operations and timely support for new rollouts/refresh.
Supporting Actions:

- Ensure branch readiness for new openings, relocations, or infra upgrades.
- Conduct infra health checks and enforce compliance with IT standards and SOPs.
- Maintain uptodate inventory of spares, devices, and critical components.

Compliance, Audit & Documentation Hygiene

Result Expected: Zero noncompliance or audit issues related to infrastructure within the zone.
Supporting Actions:

- Ensure adherence to patching, endpoint security, backup, and access control policies.
- Maintain accurate ticketing, asset records, and change documentation.
- Support internal audits and regulatory reviews with complete and accurate evidence.

Stakeholder Coordination & User Satisfaction

Result Expected: High satisfaction from branch staff and business teams through responsive IT support.
Supporting Actions:

- Engage regularly with branch leadership and business teams to understand pain points.
- Communicate planned outages, changes, and resolution updates proactively.
- Resolve chronic issues and improve user experience through structured followups.

📌 Zonal IT Infra Manager (GL) (Kolkata)
🏢 SKILLVENTORY
📍 Kolkata