Job Description
Job Description: Key Responsibilities Ensure that Front Office team in AITC meet the desired SLA and other metrics Manage a team of Engineers by monitoring the workload and prioritizing incidents and requests to ensure rapid responses to business needs Stakeholder management and maintaining Business Relationship Management Work closely with cross functional teams to plan and execute IT Infrastructure projects Escalate issues and involve experts wherever required to resolve issues as quickly as possible Provide technology expertise and thought leadership with an emphasis on End User Experience. Driving Service Improvements for the IM Support team. Be accountable for effective utilization of End Users IT Infrastructure Refine and maintain policies, standards and technical processes. Create, maintain and improve measurements that enable the organization to achieve operational SLAs with respect to service performance, availability, security, risk, and compliance Prepare weekly/monthly status reports and management presentations End to end responsible for site IT infrastructure Digital security, incident reporting and security incident remediation management. Manage cross functional and vendor relationships associated with areas of responsibility. Develop technical knowledge of each system within the company in order to understand the technologies and services the IM Support team is responsible for. Maintain the end user devices and common infrastructure by ensuring up to date asset inventory Annual Operational Plan (AOP) Management: keeping in mind the forecast and business needs. Manage infrastructure Obsolescence (e-Waste) for front office and back office assets. Responsible for yearly FAR (Fixed asset register) verification annually and as and when required by auditors. Support the following applications and technologies for Digital Operating System: Windows Server management, Windows 10, iOS and Mac OS Google Workspace application Devices like laptop, tablet, Virtual Desktops, Smartphone and iPad Secured Printing Solutions Meeting Room Support & special event support Server, Storage, Network & WAN Infrastructure- basic support Microsoft Operating System: Windows 10, Mac and iOS Security Endpoint Products and solutions (AV, EDR, Proxy, DLP, VPN) Enterprise Cisco Networking: LAN, WAN, Cisco call manager, DNS and Wi-Fi Technologies IT Infrastructure Monitoring CCTV Monitoring & Sipass Access card - IT Infra & Network Support Supporting the following applications and technologies for Training Media myTeamsMATe; VPT; FSA (Instructor cockpit); Cornerstone (E-learning); My TDS - Training Application Briefing & Debriefing Facility support Flight training & Maintenance training Classroom support APT, Simulators & E-Library Supporting trainees, pilots during course & E-test Ensuring all guidelines are followed as per DGCA established process Ensuring zero non-compliance during audits Supporting the following applications and technologies for Business Applications Finance & Procurement Systems e.g. P11, Concur HR Systems e.g. ADP, Zoho, Workday, Cornerstone Security Systems e.g. SiPass, GuardTec Legal & Compliance Systems e.g. MyIntegrity, Passfort Qualification Technical graduate with 8 to 10 years of strong experience in IT Infrastructure and Services ITIL Foundation Certified Preference will be given to candidates having a Project Management and/or Agile certification. Essential skills Collaborative approach – ability to work well with others and communicating effectively Problem solving strengths – ability to deal effectively with problems, this will involve understanding technical systems and processes to find solutions. Ability to break down processes into simple steps in order to find efficiencies and improvement to simplify, provide clarity, enhance delivery. Good organizational and planning skills, with attention to detail Motivated, with a positive (can-do) and enthusiastic attitude Good documentation skills, including writing policies and procedures Must be flexible in approach to work content and responsibilities Must be a self-starter and able to work with a minimum of supervision Must be able to manage the tasks and time based on their priority. Demonstrates a high level of commitment to end user experience. This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
