IT Support Operations Leader

1 week ago

Chennai Hyderabad Kochi, India Burndy Full time ₹ 12,00,000 - ₹ 36,00,000 per year

POSITION OVERVIEW:

Hubbell is looking for a skilled and experienced leader to manage IT operations support centered around global engineering applications. This role will be responsible for overseeing the operational performance, support, and continuous improvement of engineering software platforms and tools. You will lead and be responsible for managing user support queues, actively working to resolve complex issues, mentoring support engineers, planning and executing platform maintenance, and ensuring timely resolution of technical issues for a large global engineering user community. Your expertise in IT operations, engineering processes, application lifecycle management, and delivering high-quality service in a fast-paced environment will be critical to the success of our organization.

Duties & Responsibilities

Key Responsibilities:

  • Lead and mentor a team of IT support engineers for all engineering applications, providing guidance, training, and performance feedback.
  • Oversee the operational management of engineering applications such as CAD, PLM, CAE, and simulation tools.
  • Develop and maintain operational procedures, knowledge base articles, user guides, SLAs, and KPIs for engineering platforms.
  • Collaborate with other IT teams (e.g., infrastructure, security, DevOps) to resolve cross-functional issues and ensure application availability, performance, and compliance.
  • Drive automation and standardization of deployment and application monitoring processes.
  • Support the identification and implementation of IT solutions to address evolving engineering needs on the strategic roadmap.
  • Ensure data integrity, backup, and disaster recovery strategies for engineering platforms.
  • Manage application upgrades, patching, license administration, and vendor support relationships.
  • Prepare and present detailed support operation reports and updates to senior management, highlighting progress, challenges, and solutions.

Skills and Experience

  • Bachelors degree in Information Technology, Engineering, Computer Science, Information Systems, or a related field. Master's degree preferred.
  • 7+ years of experience in IT support operations, with at least 2 years supporting engineering applications
  • Minimum 2 years in a team lead or supervisory role
  • Strong knowledge of engineering tools and processes (CAD, PLM, CAE, Simulation)
  • Experience with Windows / Linux server environments, Active Directory, virtualization, and cloud platforms
  • Familiarity with DevOps practices, scripting (e.g. PowerShell, Python), and automation tools
  • Excellent leadership and team management skills, with the ability to motivate and inspire cross-functional teams.
  • Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
  • Strong analytical and problem-solving abilities, with a keen attention to detail.
  • Ability to set realistic objectives, accurately appraise situations, detect risks, and adapt to changes in priorities.
  • Experience in change management and driving organizational adoption of new IT systems and processes.
  • Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk, Zendesk).
  • Knowledge of Agile methodology, ideally Scaled Agile Framework (SAFe).
  • ITIL certification or similar operational framework knowledge

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