It Support Manager

Job Overview:

Were looking for a dynamic and experienced Assistant Manager IT Operations to lead a talented team of over 25 IT professionals across multiple locations. Based in our Chennai office, you'll drive seamless IT service delivery, streamline operational processes, and oversee day-to-day operations for our key cybersecurity and healthcare clients.

Key Responsibilities:

• Team Leadership & Development: Guide and inspire a team of 25+ IT professionals, overseeing shift schedules, conducting performance evaluations, and cultivating a culture of teamwork and innovation.
• Operational Efficiency: Manage daily IT operations to ensure system reliability, adherence to SLAs, and swift resolution of issues, tailored to the needs of cybersecurity and healthcare clients.
• Process Optimization: Design and implement streamlined IT processes to boost efficiency, scalability, and operational performance.
• Cross-Location Management: Coordinate seamless IT service delivery across Chennai, and all other branches ensuring consistent communication and standards.
• Client Collaboration: Partner with cybersecurity and healthcare teams to align IT operations with strategic business goals.
• Performance Oversight: Monitor SLAs, conduct ticket audits, and leverage metrics to drive ongoing improvements and operational excellence.

Required Skills/Technologies/Tools:

1. ITSM Tools: Expertise in Fresh service, or ManageEngine ServiceDesk Plus for incident, problem, and change management.
2. Operating Systems: Advanced administration of Windows Server (2019/2022), Linux, and macOS.
3. Networking: Proficiency in LAN/WAN configuration, VLAN segmentation, VPN management (Sophos VPN, FortiClient, AWS Client VPN), TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
4. Directory & Identity Management: Strong experience with Active Directory (user/group management, OU design), Azure AD/Entra ID, Group Policy, and similar IAM solutions.
5. Cloud Platforms: Working knowledge of AWS (EC2, S3, VPC) or Azure for hybrid cloud environments.
6. Cybersecurity Tools: Familiarity with endpoint security (CrowdStrike, Bitdefender, Microsoft Defender).
7. SLA & Ticketing: Expertise in SLA tracking, ticket prioritization, and metrics reporting using ITSM platforms.
8. Virtualization: Experience with VMware vSphere, Hyper-V.
9. Project Management: Proficiency in Agile/Scrum methodologies and tools like Jira, Trello, or MS Project for IT project execution.
10. Automation & Scripting: Basic scripting skills in PowerShell, Python, or Bash for automating routine tasks.
11. HRMS Integration: Experience with IT onboarding/offboarding processes and integration with HRMS platforms (e.g., Darwinbox, Zoho people).
12. Documentation & Communication: Ability to create SOPs, knowledge base articles, and presentations, with strong verbal and written communication for stakeholder engagement.
13. Productivity Tools: Proficiency in Microsoft 365, Google Workspace, and IP telephony systems (e.g., Teams, Zoom Phone).

Good to have Technologies/Tools:

1. Monitoring Tools: Experience with Zabbix, Nagios, or SolarWinds for infrastructure monitoring.
2. DevOps Tools: Familiarity with CI/CD pipelines (Jenkins, GitLab CI) or containerization (Docker, Kubernetes).
3. IT Asset Management: Knowledge of tools like Lansweeper or Ivanti for asset tracking.
4. Backup & Recovery: Experience with Veeam, Commvault, or Acronis for data backup and disaster recovery.
5. Zero Trust Security: Understanding of zero trust frameworks (e.g., Beyond Corp, Zscaler).
6. Collaboration Platforms: Proficiency in Slack, Microsoft Teams, or Confluence for team collaboration.
7. AI/ML Tools: Exposure to AI-driven IT operations tools (e.g., ServiceNow Predictive Intelligence, Splunk IT Service Intelligence, Zoho Zia).
8. Compliance Frameworks: Knowledge of GDPR, HIPAA, or ISO 27001 for regulatory compliance in cybersecurity and healthcare.
9. Certifications: Certifications (e.g., ITIL v4, PMP, CISSP, CompTIA Security+) are a plus.