Manger - IT Infra and Support

*Purpose/ObjectiveThe 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.*Description for Internal Candidates*Key Responsibilities of RoleIntegrated Operations ManagementAdopt and implement IT polices at the site in alignment with the business direction and Adani ITIL frameworkEnsure ongoing compliance to IT policies and protocols & get sign-offs for any exceptions or non-complianceEstablish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity frameworkSystems, Application & Networks Availability & Performance and Operations ReviewLead effective deployment of IT assets, systems, procedures and processes with respect to consistency, reliability and effectivenessOversee 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-adherenceEvaluate and report service-level attainment at the site as per established frameworks and metrics; Escalate issues where necessaryConduct partner performance reviews from an operational perspective with respect to agreed SLAs and escalate deviations if any; Provision adequate partner support for smooth operationsLead development / up-gradation of site IT systems, procedures & processes to cater to evolving needs and enhancing effectiveness and efficiency of operationsSecurity Operations & Disaster Recovery ManagementImplement processes and systems for maintaining security of IT solutions and services in line with standard operating proceduresEnsure prompt resolution/ escalation of security incidents; Record and maintain log of security incidents and exception handlingEstablish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity frameworkDemand Management & ProcurementFacilitate demand management analysis by capturing demand for infrastructure/ application related IT services and solutions at the site and identifying consumption patternsImplement the sourcing plan for the BU and timely raise of PRs for procurement of site assets/ applicationsService Desk & Incident ManagementManage 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 requiredInfrastructure/ Applications ManagementEnsure maintenance of IT hardware (Network, Server Architecture and Inventory) applications and systems at the site-levelEnsure 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 renewalDrive rationalization of site application/ infrastructure inventory in adherence to the inventory management directives and in consultation with BU/ group teamProject ManagementDrive 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 providedEnsure 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 measurementDeploy 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 metIT Security - Risk Management & AuditsImplement information security, privacy and data protection controls (people/process/ technology) to adequately mitigate security risks and provide feedback on their effectivenessFacilitate 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 complianceSecurity Awareness & ComplianceDrive site adherence to IT security framework, policies and guidelinesReceive undertaking from every employee to abide by the latest IT security policyRun awareness initiatives (workshops, online teasers, mailers etc.) to spread awareness about IT security policy across the siteGovernance Compliance & AssuranceImplement governance systems and processes at the site in alignment to the governance frameworkTrack and ensure IT budget adherence at the site level; Timely report budget overruns if anyTrack site-level IT performance metrics and frameworks and IT service levels and ensure adherence to defined standards/ SLAsProject GovernanceTrack progress of site projects with respect to adherence to the established Project Management MethodologyContract Management and Partner EngagementTrack 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 anyFacilitate partner road shows/ POCs at the site as directed by the business IT team and update the business IT team on corresponding value additionCommittees & CouncilsPartner 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 incidencesCustomer FeedbackSeek 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 ExperienceEDUCATIONAL QUALIFICATIONS:Bachelor's Degree in Engineering, Computer Science, Information Technology or related field from a premier institute is requiredExpert certification from leading industry bodies / companies / academic institutions / etc. in relevant areas is a plusRELEVANT EXPERIENCE:15+ years in Networks & Messaging in a strategic IT outsourcing operating model, where progressive growth has been demonstratedPrior experience in fast paced project teams, working under pressure and adhering to deadlinesPrior experience in managing a large infrastructure portfolio (including Networks & Messaging) in the backdrop of a large IT transformation program