The Role
IT Manager who can lead the support teams across our locations in consistently delivering customer satisfaction and
loyalty. This role will report to the IT Director of Infrastructure and Security and drive the ongoing management of
our technical support programs. This individual will lead a global high-performance team in the execution of
transformational technical support and customer care initiatives and is responsible for the day-to-day Customer
Support delivery functions. As a Manager of Technical Support, this individual will lead a high-performance team and
require diligence, accuracy, a sense of urgency, and efficiency in meeting the business’s operational needs.
Design, develop, implement and coordinate systems, policies and procedures by Ensureing security of data, network
access and backup systems
• Execute standard work to ensure the scope of services and maintain appropriate level of risk and compliance to
internal policies and procedures, including those relating to sustainability, cybersecurity, SOC, and IT General
Controls.
• Has the ability to analyze and understand the impact and have a broader perspective on specific technology
solution/design issues.
• Skilled in large-scale Azure infrastructure. Extensive experience in working with cross-functional teams, along with
proven history of strong job-related results.
• Execute standard work to ensure the scope of services and maintain appropriate level of risk and compliance to
internal policies and procedures, including those relating to sustainability, cybersecurity, SOC, and IT General
Controls.
• Has the ability to analyze and understand the impact and have a broader perspective on specific technology
solution/design issues.
• Skilled in large-scale Azure infrastructure. Extensive experience in working with cross-functional teams, along with
proven history of strong job-related results.
• Experience in disciplines such as IT project management, IT Customer Support, cloud, solution architecture and
delivery.
Main responsibilities:
1. Managing End-user IT support
a. Managing and Providing Technical Support to IT Support Engineers.
b. Managing the Call Escalations
c. Preparing the MIS for Team
d. ITIL process management
e. Helpdesk Management
2. Managing Networking
a. Switches, Firewall, Load balancer, SDWAN, distribution switch
b. Wi-Fi, Monitoring, SIEM tools
c. Network Design and optimization
3. Managing Cloud Infrastructure
a. Office 365, Cloud Call Center, FTP, Backup
b. Azure, AWS, BCP, LB and cloud migrations
c. Azure data bricks, data factory
d. Azure VDI
e. SharePoint
f. Endpoint and Server Backups
g. Devops and Azure cognitive services
h. Docker and Kubernetes
i. BCP using Cloud
j. WordPress and Drupal
4. Managing Cyber Security
a. Following Security Standards
b. Managing DSM for Servers,
c. SOC & ISO attestation process
d. DLP and CASB
e. Kali Linux, Security Onion, Alien Vault
f. Nessus, web scarab, Qualys, Nexpose, Burp Suite
5. Managing Email, MDM and Web Security
a. Creating and Managing Email security Policies .
b. Creating and Managing Web Security Policies.
c. Managing Hosted Email Servers
d. Creating and managing the MDM policy for all Network Engineer.
e. Providing technical support to MDM users
6. Managing WinTel Administraton
a. Managing the all VMs in Azure and monitoring the V-Nets, VxLan
b. Hyper-V and VMware, vRealize Automation, VRO, VRA, vRealize Orchestrator
c. Storage Administration
d. Virtual Backups
7. Managing Servers.
a. Active Directory, DNS, DHCP, Print, WDS, WSUS and File Server
b. Application and Database Server Management
c. Creating Group Policies for various OUs and Groups.
d. Proxy Servers
8. Managing IT application
a. Desktop Central Deploying OS Patches on all Desktops on monthly basis.
b. Deploying Various software upgrade to all desktops.
c. Managing Various Monitoring Tools
9. Managing VOIP
a. Cloud VOIP and call center management
b. VOIP Security
c. Managing Various Call center Application support
d. Asterisk based servers
10. Managing Automation
a. Python, PowerShell Scripting
b. Auto IT and UiPath
Work Experience
At least 10 to 12 years of experience in IT Support and IT Operations Management
At least 8 years of previous experience in Manager roles / leading large IT Support teams
Provide technical support to all IT services of an organization
Experience working with the latest technology software tools in IT Support / IT Operations.
Knowledge of Project Management techniques, experience in managing teams/projects
Familiarity with various latest and cutting-edge technology tools for IT support
Qualifications:
Bachelor’s Degree or Post Graduate Degree in Computer Science, MCA, MIS or similar field
Certification in Microsoft, Azure, Networking, and Security is highly desirable.
Strong Managerial qualities, excellent communication skills, and attention to detail.
Good interpersonal communication abilities.
The ability to work independently without supervision, and problem-solving capabilities.
Knowledge of project management techniques and principles, Passionate, a collaborative, results-oriented
manager capable of inspiring and building cross-functional, high performing teams high-performing that drive
change while achieving established goals
Monitor all functions of IT Support and ensure compliance with work standards.
Analyze all business objectives and recommend solutions to all IT projects
Ability to form strong cross-functional relationships and influence others to drive to a
common goal
Exceptional level of skill in both oral and written communications and the ability to effectively
present ideas and information
Desired skills:
Good Analytical Skills and Presentation skills
Good knowledge of MS Project, MS Office, and IT Ticketing tools, etc.
Strong English language skills; excellent writing, presentation, interpersonal, and communication
skills are required, U.S Healthcare industry knowledge is a plus
Capable of working collaboratively across multiple departments
Desire to participate in initiatives that positively impact the teams around you
Placement conditions:
Able to work in Night shift between 7 PM to 4 AM
