Infrastructure Lead

1. Infrastructure and Network Management

• Manage servers, storage, virtualization, cloud infrastructure, LAN/WAN, Wi-Fi, firewalls, VPNs

and internet connectivity.

• Standardize infrastructure across locations and maintain network diagrams, configurations and

asset records.

• Monitor availability, capacity and performance; address recurring issues and plan upgrades.
• Establish redundancy for critical systems and connectivity.

2. Identity, Endpoint and Collaboration Services

• Lead centralized identity and access management through Active Directory / Microsoft Entra ID

or equivalent platforms.

• Manage user provisioning, role-based access, access reviews and timely offboarding.
• Oversee laptops, desktops, operating systems, endpoint management, software deployment and

patching.

• Administer Google Workspace and/or Microsoft 365, including email security and collaboration

services.

3. Security, Backup and Disaster Recovery

• Implement infrastructure security controls, including MFA, endpoint protection, firewall policies

and secure remote access.

• Coordinate vulnerability assessments, remediation and security incident response.
• Maintain backup schedules, monitor backup failures and conduct documented restoration tests.
• Develop and test disaster recovery plans against agreed recovery time and data loss targets.
• Support audits and implement IT controls aligned with organizational policies and applicable data

protection requirements.

4. IT Service Delivery and Support

• Manage centralized helpdesk processes covering incidents, service requests, problems and

changes.

• Define service levels, escalation paths and support responsibilities across locations.
• Track response and resolution times, user satisfaction and recurring incidents.
• Maintain SOPs, troubleshooting guides and a knowledge base.
• Ensure technology readiness for new joiners, new locations and business initiatives.

5. Team and Vendor Management

• Lead internal infrastructure and support staff, along with outsourced service providers.
• Define ownership, KRAs, workload allocation, training plans and performance measures.
• Review vendor delivery against SLAs, contracts and agreed outcomes.
• Manage technical escalations, vendor reviews and corrective actions.
• Ensure documented handovers and knowledge transfer during staff or vendor transitions.

6. Projects, Governance and Cost Management

• Own infrastructure initiatives such as identity centralization, network upgrades, endpoint

management, monitoring and backup improvements.

• Prepare technical requirements, implementation plans, budgets and risk assessments.
• Coordinate with Procurement on technical evaluation, specifications, warranties, renewals and

asset lifecycle planning.

• Maintain change records, project documentation and management dashboards.
• Provide infrastructure support for enterprise applications, websites, mobile applications and

telephony platforms in coordination with application teams.