IT Operations Lead

23 hours ago

PimpriChinchwad, Maharashtra, 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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