Deputy Manager - IT Infra

<p class="MsoNormal">Job Summary</p><p></p> <p class="MsoNormal">We are hiring an IT Infrastructure Support Engineer to manage end-user support, IT<br /> assets, and infrastructure operations. The role requires supporting critical business<br /> users, handling trading applications, and ensuring high availability of IT services.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Key Responsibilities -<br /> User Lifecycle Management<br /> • Manage user onboarding process:</p><p></p> <p class="MsoNormal">O Understand user roles and responsibilities.</p><p></p> <p class="MsoNormal">o Provision access, systems, and required applications.</p><p></p> <p class="MsoNormal">o Allocate IT assets (laptop, desktop, peripherals) within defined SLA.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">•Handle user offboarding:</p><p></p> <p class="MsoNormal">o Revoke system access, recover assets, Revoke application license.</p><p></p> <p class="MsoNormal">o Ensure proper documentation and audit logs are maintained.</p><p></p> <p class="MsoNormal">• Maintain accurate records of user provisioning and deprovisioning activities.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Ticketing Tool Management (ServiceNow / Jira / ManageEngine)<br /> • Log, categorize, and prioritize customer tickets accurately in the ticketing system.</p><p></p> <p class="MsoNormal">• Track ticket lifecycle from creation to closure ensuring SLA adherence.</p><p></p> <p class="MsoNormal">• Assign and escalate tickets to appropriate teams for resolution</p><p></p> <p class="MsoNormal">• Maintain proper documentation of issues, resolutions, and updates.</p><p></p> <p class="MsoNormal">• Monitor ticket queues and ensure no backlog or SLA breaches.</p><p></p> <p class="MsoNormal">• Generate reports and dashboards from the ticketing tool for performance tracking</p><p></p> <p class="MsoNormal">• Identify recurring issues and suggest automation or knowledge-base improvements.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">IT Asset Management<br /> • Maintain inventory of all IT assets (hardware/software)</p><p></p> <p class="MsoNormal">• Track issuance, returns, and asset lifecycle.</p><p></p> <p class="MsoNormal">• Ensure asset records are always audit-ready.</p><p></p> <p class="MsoNormal">• Coordinate procurement/repair/replacement of IT equipment.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">End-User Support</p><p></p> <p class="MsoNormal">• Provide L1/L2 support for:</p><p></p> <p class="MsoNormal">o OS installation, configuration, and troubleshooting (Windows/Linux/Mac<br /> as applicable).</p><p></p> <p class="MsoNormal">o Application installation and issue resolution.</p><p></p> <p class="MsoNormal">o Printing, scanning, and peripheral support.</p><p></p> <p class="MsoNormal">• Support enterprise applications used within the organization.</p><p></p> <p class="MsoNormal">• Handle day-to-day technical issues raised by users.</p><p></p> <p class="MsoNormal">• Provide priority support to critical/VIP users.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Network & Infrastructure Support<br /> • Troubleshoot LAN/Wi-Fi connectivity issues.</p><p></p> <p class="MsoNormal">• Monitor and ensure availability of:</p><p></p> <p class="MsoNormal">o Internet connectivity</p><p></p> <p class="MsoNormal">o Network infrastructure</p><p></p> <p class="MsoNormal">o Recording lines, VC (Video Conference) rooms</p><p></p> <p class="MsoNormal">• Perform basic network diagnostics and escalate complex issues.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Active Directory & Access Management<br /> • Manage user accounts in Active Directory (AD):</p><p></p> <p class="MsoNormal">o User creation, modification, deletion.</p><p></p> <p class="MsoNormal">o Group policy and access management.</p><p></p> <p class="MsoNormal">• Perform periodic user access reviews for compliance.</p><p></p> <p class="MsoNormal">• Ensure adherence to security and access control policies.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Monitoring & Preventive Maintenance<br /> • Conduct daily monitoring of IT services, including:</p><p></p> <p class="MsoNormal">o Network availability (LAN/Wi-Fi)</p><p></p> <p class="MsoNormal">o Applications uptime</p><p></p> <p class="MsoNormal">o VC systems and recording lines</p><p></p> <p class="MsoNormal">• Perform routine maintenance tasks:</p><p></p> <p class="MsoNormal">o Data restore activities</p><p></p> <p class="MsoNormal">o Backup verificationo<br /> </p><p></p> <p class="MsoNormal">Health checks of systems and services.</p><p></p> <p class="MsoNormal">Audit & Compliance<br /> • Maintain complete and accurate records for:</p><p></p> <p class="MsoNormal">o IT assets</p><p></p> <p class="MsoNormal">o User access</p><p></p> <p class="MsoNormal">o Critical user list</p><p></p> <p class="MsoNormal">• Support internal/external audits by providing required documentation.</p><p></p> <p class="MsoNormal">• Ensure compliance with IT policies and procedures.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Incident & Service Management<br /> • Respond to incidents within defined SLAs.</p><p></p> <p class="MsoNormal">• Prioritize and escalate critical issues appropriately.</p><p></p> <p class="MsoNormal">• Maintain logs of incidents, resolutions, and service requests.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Reporting & Metrics<br /> • Track KPIs such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), and<br /> response time.</p><p></p> <p class="MsoNormal">• Prepare reports and dashboards for management review.</p><p></p> <p class="MsoNormal">• Monitor trends and identify improvement opportunities.</p><p></p> <p class="MsoNormal"></p><p> </p> <p class="MsoNormal">Technical Skills<br /> • Strong knowledge of:</p><p></p> <p class="MsoNormal">o Windows OS installation and troubleshooting</p><p></p> <p class="MsoNormal">o Active Directory and user management</p><p></p> <p class="MsoNormal">o Networking fundamentals (LAN, Wi-Fi, DNS, DHCP)</p><p></p> <p class="MsoNormal">o IT asset management tools</p><p></p> <p class="MsoNormal">• Familiarity with enterprise applications, trading application support</p><p></p> <p class="MsoNormal">• Understanding of backup and restore processes.</p><p></p> <p class="MsoNormal">• Experience with trading platforms used in Mutual Fund/Financial industry (Bloomberg,<br /> CCIL, etc.) will be value addons.</p><p></p> <p class="MsoNormal">• Understanding of business-critical environments and user prioritization.</p><p></p> <p class="MsoNormal"></p><p> </p>