Manager-Its

Job Summary :

We are seeking a strategic and experienced Manager of IT Operations to lead our Asset Management and Compliance. In this critical role, you will be responsible for the designing, implementation, and maintenance of our entire Asset management and essential compliance sections of IT Operations. You will drive operational excellence through best practices, and develop a technology roadmap that aligns with our strategic business goals. The ideal candidate with deep technical expertise and a proven track record of managing complex IT and Compliance environments.

Core Operational Responsibilities :

1. IT Service Delivery (ITSM) : Champion ITIL best practices to ensure exceptional service delivery. Oversee the helpdesk function, manage Service Level Agreements (SLAs), and utilize metrics from ITSM tools (e.G., Manage Engine) to drive service improvements.

2. Incident, Problem & Change Management : Own the incident response process to minimize downtime and business impact. Lead root cause analysis (RCA) for major incidents and implement preventative measures. Govern the change management process to ensure smooth and risk-free implementation of system changes.

3. Security & Compliance : Partner with the cybersecurity team to implement and manage operational security controls, including patch management, vulnerability remediation, access control, and system hardening. Ensure all infrastructure is compliant with internal policies and external regulations (e.G., ISO 27001, SOC 2 and DPDPA).

4. Disaster Recovery & Business Continuity : Design, implement, and regularly test the company's disaster recovery (DR) and business continuity plans (BCP) to ensure the resilience of critical IT services.

Required Qualifications & Experience

1. Experience : 8 - 10+ years in IT infrastructure and operations with at least 4-5 years in significant expertise on Asset Management and Compliance.

2. Technical Breadth : Deep, hands-on expertise in :

• End-point Operating Systems and Troubleshooting (Windows, MAC and Linux).
• Server Operating Systems (Windows Server, Linux).
• End-point management tools (JumpCloud, Manage Engine)

3. ITIL Framework : Strong, practical knowledge and experience implementing ITIL or a similar ITSM framework.

4. Education : Bachelor’s degree in Computer Science, Information Technology, or a related field.

Preferred Qualifications