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Information Technology Manager

2 months ago

Gurugram, India ProcDNA Full time

About ProcDNA

ProcDNA is a global consulting firm. We fuse design thinking with cutting-edge technology to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 200+ across 6 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. At ProcDNA, innovation isn't just encouraged; it's ingrained in our DNA. Ready to join our epic growth journey?


Role Summary

As part of the Global Service Management Team, the Senior IT Manager is responsible for managing and supervising the Incident Management and Service Request processes at a global level. This role serves as a strategic interface with business verticals for IT strategy development, solution discovery, service management, risk management, and facilitating the IT needs of the organization.


Who We Are Looking For

The ideal candidate will have extensive experience in global infrastructure management and handling multiple projects. The role requires expertise in team leadership and navigating processes to enhance overall IT setup and incident handling. The Senior IT Manager will support all IT-related issues across the organization's computer systems, ensuring the highest levels of performance and reliability.


Key Responsibilities


Leadership & Strategy

  • Define future state technology roadmaps and make recommendations to ensure effective investments for scalability, quality, maintenance, and cost-effectiveness.
  • Collaborate with senior leadership to define and prioritize infrastructure initiatives that support business growth and efficiency.
  • Lead a team of skilled professionals, fostering a culture of collaboration, continuous improvement, and technical excellence.
  • Mentor and develop team members, ensuring they have the skills and knowledge to excel in their roles.
  • Regularly assess team skills and capabilities, recommending actions to adapt when necessary.
  • Stay current on industry trends and emerging technologies that add business value.
  • Budget and manage financial plans while maintaining awareness of industry benchmarks for comparison.
  • Manage vendor relationships at the operational and project levels, ensuring effective integration into overall IT capabilities.


Infrastructure Management

  • Oversee and manage all IT operations and systems within the organization.
  • Provide leadership and direction to the IT department staff and collaborate with other departments to identify and address IT needs and challenges. Establish processes to ensure optimal utilization of IT resources.
  • Develop practices to ensure the highest level of security, including data and network protection from external and internal threats.
  • Administer backup infrastructure and processes for data preservation, including Business Continuity and Disaster Recovery.
  • Provide strategic consulting support and guidance through key IT initiatives.
  • Support the Executive team in implementing technological innovations that align with business goals.
  • Analyze stakeholder needs and translate them into technology requirements for IT development.
  • Conduct IT audits as needed to improve processes and ensure compliance.
  • Oversee troubleshooting of networking issues related to desktops.
  • Coordinate with vendors for IT support.
  • Plan and administer disaster recovery plans to maintain functionality during crises.
  • Supervise the inventory of IT hardware and software assets, ensuring it is up to date.
  • Stay updated with system information, changes, and updates.


Technical Expertise

  • Operating Systems: Proficiency in Windows operating systems, installation and upgrades, and troubleshooting.
  • Networking: Understanding of Basic networking concepts like WAN, LAN, WiFi, DNS, Firewall and troubleshooting the issues related to network.
  • Hardware: Experience with computer and Laptop hardware components, including installation, configuration, and troubleshooting.
  • Cloud Services: Understanding of cloud computing services such as Cloud Printing, Azure administration. Configure security features for Windows clients and the Microsoft environment.
  • Security: Awareness of cybersecurity principles and practices, including vulnerabilities and their remediation.
  • Technical Support Tools: Working knowledge of MS Teams, Azure Tools, Office365 Suits, SharePoint and TeamViewer for remote support. Knowledge of ServiceNow and ability to manage and update requests efficiently

What you will bring


  • 8+ year of relevant experience in IT management role in small to medium size companies, handling Global infrastructure on multiple projects.
  • Team management experience is a must.
  • Strong Problem Solving & Communication skills so that he/she can explain issues and provide resolutions, update activity, or train on new equipment or software.
  • Follow timely delegation/escalation procedure.
  • Excellent Interpersonal and communication skills (verbal and written)
  • Promote positive customer service attitude among peers.