IT Support Manager

Key purpose of the role:

The Information Technology Support Manager will be responsible for maintaining the infrastructure, security, and up-time of IT systems of BiofuelCircle across multiple locations in the country

What Key Tasks will be involved?

Team Leadership & End-User Support

• Lead and mentor a team of IT Analysts responsible for:
• Configuring, deploying, maintaining, and supporting computer workstations, laptops, printers, mobile devices, tablets, phones, cloud Virtual Machines (VMs), databases, and telecommunications equipment.
• Troubleshooting basic network connectivity and Wi-Fi issues.
• Diagnosing and resolving end-user issues related to application software and operating systems, including problem classification and prioritisation.
• Performing scheduled updates and patch management for operating systems, firmware, and software

IT Service Management

• Oversee Incident, Request, Asset, and Configuration Management processes with adherence to agreed Service Level Agreements (SLAs).
• Ensure accurate and timely documentation of support activities and resolutions in the ticketing system.

Escalation & Service Improvement

• Handle escalated technical issues and perform advanced troubleshooting.
• Drive continuous service improvement initiatives and root cause analysis.

Asset & Vendor Management

• Maintain an up-to-date inventory of IT assets and installed software.
• Manage software licensing and compliance.
• Coordinate with vendors for procurement, maintenance, warranty, and support of IT systems and services.

Cloud & Microsoft 365 Administration

• Administer and support Microsoft 365 services including Exchange Online, SharePoint, OneDrive, Teams, and Intune.
• Manage user accounts, licenses, and group policies via Microsoft Entra ID (Azure AD) and Microsoft 365 Admin Centre.
• Manage access to cloud infrastructure (Azure and AWS), including SharePoint sites, VMs, and databases.

Security & Compliance

• Implement and maintain security policies, compliance settings, and data governance within Microsoft 365.
• Monitor and enhance security features such as Conditional Access, Multi-Factor Authentication (MFA), and Microsoft Defender to protect IT systems and data confidentiality

Opportunity:

Lead the IT Support function at BiofuelCircle Pvt Ltd, one of Indias leading businesses in the Green Energy Segment. Opportunity to set up IT systems and processes across India and enable a seamless working experience PAN India.

Ideal Candidate Profile

• You have 6 to 8 years of work experience related to Information Technology Support, with at least 3 years in Microsoft 365 Admin and Support
• You demonstrate strong knowledge of Exchange Online, SharePoint, OneDrive, Teams, and Intune
• You have experience with Microsoft Entra ID (Azure AD), Conditional Access, and security policies
• Knowledge of Power Automate, Power Apps, and scripting (PowerShell) will give you an advantage over other applicants
• Understanding of M365 compliance, data retention, and governance best practices will also give you an advantage over other applicants
• Certifications such as ITIL Foundation, MS 365
• You can coordinate, follow up, follow through and drive issues to closure proactively
• You are a good listener, and can understand customer issues
• You are analytical, with attention to detail and a demonstrate a passion for continuous improvement
• You take ownership and accountability and can manage tasks and deadlines without external reminders
• You are committed to upholding data security, privacy, and regulatory compliance standards
• Comfortable providing hands-on support and training to users at all levels