Senior Manger - IT Infrastructure and Digital Initiatives

Purpose / Objective

The position is responsible to ensure seamless IT operation at Asset. The incumbent for the role will ensure System security, Network performance and availability, Budgeting & Procurement and Service desk management.

Key Responsibilities of Role

Integrated Operations Management

Adopt and implement IT polices at the site in alignment with the business direction and Adani ITIL framework

Ensure ongoing compliance to IT policies and protocols & get sign-offs for any exceptions or non-compliance

Establish and maintain backup / recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework

Systems, Application & Networks Availability & Performance and Operations Review

Lead effective deployment of IT assets, systems, procedures and processes with respect to consistency, reliability and effectiveness

Oversee performance and capacity of site IT services and solutions and ensure adherence to IT service level agreements; Resolve and escalate issues in case of non-adherence

Evaluate and report service-level attainment at the site as per established frameworks and metrics; Escalate issues where necessary

Conduct partner performance reviews from an operational perspective with respect to agreed SLAs and escalate deviations if any; Provision adequate partner support for smooth operations

Lead development / up-gradation of site IT systems, procedures & processes to cater to evolving needs and enhancing effectiveness and efficiency of operations

Security Operations & Disaster Recovery Management

Implement processes and systems for maintaining security of IT solutions and services in line with standard operating procedures

Ensure prompt resolution / escalation of security incidents; Record and maintain log of security incidents and exception handling

Establish and maintain backup / recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework

Demand Management & Procurement

Facilitate demand management analysis by capturing demand for infrastructure / application related IT services and solutions at the site and identifying consumption patterns

Implement the sourcing plan for the BU and timely raise of PRs for procurement of site assets / applications

Service Desk & Incident Management

Manage IT incidences, inquiries / requests by users of site IT services; Ensure resolution within established TAT levels; Consult business team / group COEs and collaborate with external partners to resolve issues as and when required

Infrastructure / Applications Management

Ensure maintenance of IT hardware (Network, Server Architecture and Inventory) applications and systems at the site-level

Ensure all IT related documentation is well maintained at the site (User Manuals, Operations guides etc.)

Monitor the validity of site-related infrastructure, applications and systems licenses and ensure timely renewal

Drive rationalization of site application / infrastructure inventory in adherence to the inventory management directives and in consultation with BU / group team

Project Management

Drive site IT projects with respective partners and internal stakeholders in a collaborative and time bound manner; Escalate issues if any in a timely manner and ensure that requisite support is provided

Ensure smooth execution of all phases of project life cycle at the site level ( site design requirements / testing / implementation / knowledge transfer)

Facilitate SME training / transition interventions at the site in collaboration with partners and conduct knowledge transfer success measurement

Deploy new IT services and solutions at the site and understand the traction and level of approval from the users for the same; Analyze the adoption of IT services and solution by customers, ensuring that customers' expectations are met

IT Security - Risk Management & Audits

Implement information security, privacy and data protection controls (people / process / technology) to adequately mitigate security risks and provide feedback on their effectiveness

Facilitate internal & external IT audits as per the BU defined framework; Implement recommendations based on audit report findings for the site in order to bridge the gaps and ensure compliance

Security Awareness & Compliance

Drive site adherence to IT security framework, policies and guidelines

Receive undertaking from every employee to abide by the latest IT security policy

Run awareness initiatives (workshops, online teasers, mailers etc.) to spread awareness about IT security policy across the site

Governance Compliance & Assurance

Implement governance systems and processes at the site in alignment to the governance framework

Track and ensure IT budget adherence at the site level; Timely report budget overruns if any

Track site-level IT performance metrics and frameworks and IT service levels and ensure adherence to defined standards / SLAs

Project Governance

Track progress of site projects with respect to adherence to the established Project Management Methodology

Contract Management and Partner Engagement

Track partner performance and service levels at the site basis established SLAs and report the same to the business IT team in a periodic manner; Report noncompliance if any

Facilitate partner road shows / POCs at the site as directed by the business IT team and update the business IT team on corresponding value addition

Committees & Councils

Partner with business IT team and other site IT heads in periodic review meetings; Share / gather insights regarding resolution or discuss preventive plans for chronic issues and critical incidences

Customer Feedback

Seek active feedback and document internal customer satisfaction levels from site IT perspective, as per group / business protocols; Analyse feedback, generate reports and communicate results to concerned stakeholders

Qualifications and Experience

EDUCATIONAL QUALIFICATIONS :

Bachelor's Degree in Engineering, Computer Science, Information Technology or related field from a premier institute is required

Expert certification from leading industry bodies / companies / academic institutions / etc. in relevant areas is a plus

RELEVANT EXPERIENCE :

10 to 15 years in Networks & Messaging in a strategic IT outsourcing operating model, where progressive growth has been demonstrated

Prior experience in fast paced project teams, working under pressure and adhering to deadlines

Prior experience in managing a large infrastructure portfolio (including Networks & Messaging) in the backdrop of a large IT transformation program