IT Operations Lead

2 days ago

PimpriChinchwad, India Startech Networks Inc Full time

IT Operations Lead – India & USA Operations  India (Primary)  Supports USA business hours as required Role Summary: The IT Lead is responsible for hands-on leadership of IT operations, ensuring reliable systems, secure access, and high-quality support for users across India and the United States. This role acts as a IT Lead staff and ensures operational excellence across global environments. Key Responsibilities:  IT Operations & Support:  Lead daily IT operations for India and US users  Act on escalation for incidents and outages  Ensure SLA adherence for incidents, service requests, and changes  Work on cross-function areas improving IT communications & tools including Intranet, social media, web content aggregation   Infrastructure & Systems:   Administer and support cloud, on-prem, and hybrid environments.  Troubleshooting hardware, OS, application, printer and peripheral issues.  Support Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint)  Manage servers, backups, patching, and system health  Support office IT setups, onboarding, inventory management (laptops, servers, IT equipment) and remote workforce tools  Security & Access Management:  Manage user provisioning, de-provisioning, and role-based access  Assist in audits, vulnerability remediation, and incident response  Implement and enforce security controls, endpoint protection, and IAM  End-User Experience:  Ensure smooth onboarding/offboarding of employees in India and the US  Support collaboration tools (Microsoft 365, email, conferencing)  Drive improvements in user experience and support quality  Team & Vendor Coordination:  Guide IT engineers and service desk staff and work with management effectively.  Coordinate with vendors, ISPs, cloud providers, and MSPs  Maintain asset inventory and license tracking  Documentation & Process:  Maintain SOPs, runbooks, and IT documentation  Support ITIL processes: incident, problem, and change management  Standardize tools and configurations across regions  Required Qualifications:  Education:  Bachelor’s degree in IT, Computer Science, or related field  Experience:   5–8+ years in IT operations or infrastructure roles  Experience supporting US-based users from India  Proven hands-on troubleshooting and leadership experience  Technical Skills:   Windows administration  Microsoft 365, Active Directory, Azure AD / Entra ID  Cloud platforms (Azure / AWS)  Networking fundamentals (VPN, firewalls, DNS, DHCP)  Endpoint & security tools (EDR, MDM, patching)  Soft Skills:   Strong problem-solving and ownership mindset  Clear communication with US stakeholders and remote workforce.  Ability to work across time zones and handle critical incidents  Success Metrics:   Incident resolution time & SLA compliance  System availability and stability  Security compliance readiness  User satisfaction feedback  Working Model:   India-based role with scheduled US time-zone overlaps  On-call support during critical incidents 

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