Information Technology Manager

Position Title: Manager – IT

Location: Bangalore Head Office (with travel to stores & warehouses as needed)

Department: IT / Technology

Reporting To: Head of IT

Job Type: Full Time – Onsite

Position Summary

We are looking for a dynamic and hands-on IT Manager to lead and oversee end-user IT support operations across Corporate (HO), Warehouses, and Retail Stores. This role requires a balance of technical expertise, team leadership, and service delivery excellence. The candidate will manage a distributed support team, ensure uptime across all business locations, drive IT service improvements, and coordinate with cross-functional and vendor teams to meet business SLAs.

Key Responsibilities

Corporate IT Support (HO):

· Lead day-to-day support for corporate users across departments (HR, Finance, Product, Legal, etc.).

· Oversee IT asset lifecycle management (laptops, desktops, printers, conferencing tools).

· Manage IT onboarding/offboarding, application access, and account provisioning (AD, O365, Slack, Jira, etc.).

· Handle escalations and provide L2/L3 troubleshooting support for enterprise tools.

· Drive compliance across corporate devices (ISO standards, endpoint security, DLP).

· Collaborate with system, cloud, and security teams for infrastructure integration and support.

Retail (Store) IT Support:

· Ensure uninterrupted POS operations, device uptime, and prompt support across all stores.

· Lead IT support for store devices (POS, printers, scanners, handhelds, routers, access points).

· Coordinate with field engineers and vendors for any IT issues or device replacements.

· Manage store IT readiness for new launches, refurbishments, and relocations.

· Drive preventive maintenance, ticket resolution SLAs, and field issue escalations.

· Maintain store IT audit checklist and ensure IT infra compliance across regions.

Warehouse & Logistics IT Support:

· Oversee IT operations across fulfilment centers, DCs, and warehouses.

· Support scanning systems, handheld terminals, dock printers, WMS/ERP portals, and CCTV.

· Ensure stable wired/wireless networks, APs, firewall/router setups, and backup link availability.

· Resolve shift-level operational issues and implement IT support coverage based on warehouse schedules.

· Track asset availability for replacements (handhelds, printers, APs) and raise POs as needed.

· Collaborate with supply chain and operations to ensure system continuity and quick turnarounds.

Team Management

· Manage a team of 12–15 onsite and remote IT engineers across HO, store, and warehouse locations.

· Set up shift schedules, assign ticket queues, and drive performance tracking (SLA, FCR, CSAT).

· Provide mentorship, skill-building, and regular feedback to improve team effectiveness.

· Conduct periodic reviews, audits, and training on tools and SOPs.

Service Delivery & Tools

· Own SLA and CSAT metrics across all support channels (corporate, retail, warehouse).

· Use tools like Jira for ticketing and ITSM workflows.

· Monitor performance through dashboards and reports; drive RCA-based process improvements.

· Maintain documentation (SOPs, KEDBs, playbooks, user guides) and ensure timely updates.

Network & Infrastructure Support

· Understand and support basic network components: switches, routers, APs, DNS, DHCP, VLANs.

· Coordinate with internal Infra/Network teams and external ISPs for uptime and escalations.

· Participate in infra upgrades, migration projects, and support readiness across sites.

· Maintain IP allocation, cabling layouts, and escalation SOPs for all locations.

Required Skills & Qualifications

· 7–9 years of total IT experience, with 3+ years in a managerial capacity.

· Proven experience managing IT support in retail, warehouse, and corporate environments.

· Strong knowledge of end-user computing, basic networking, and enterprise tools.

· Hands-on with ITSM tools like ManageEngine, Jira, or ServiceNow.

· Good understanding of POS systems, WMS tools, handheld scanners, and label printers.

· Excellent communication, documentation, problem-solving, and stakeholder engagement skills.

· Exposure to ISO, ITIL practices, and internal audit processes.

· Willingness to travel to stores/warehouses when required.

Educational & Certification Requirements

· Bachelor's degree in computer science, IT, or a related field (or equivalent experience).

· Preferred Certifications: ITIL Foundation ,GWS& IT Product related certs (ACP,