Senior It Manager

Job Description

ICT Engineer / Senior ICT Manager

Location: Mumbai, India
Department: Information & Communication Technology (ICT)
Experience: 12+ Years

Job Purpose

To manage, maintain and strengthen HRD Antwerp's IT infrastructure, network, systems, end-user support and information technology operations across India. The role will ensure secure, reliable and efficient IT services, business continuity, technology standardisation and effective implementation of IT projects in alignment with global IT policies and business requirements.

Key Roles & Responsibilities

A. India Operations Local Responsibilities

1. IT Infrastructure & End-User Support

• Manage and provide technical support for all end-user IT devices, including desktops, laptops, printers, scanners and associated peripherals across India offices and branches.
• Ensure timely resolution of hardware, software, connectivity and other IT-related issues.
• Monitor IT asset inventory, allocation, maintenance, upgrades and lifecycle management.

2. Network Infrastructure Management

• Manage and maintain local network infrastructure, including CATO firewall, network switches, wireless access points and office internet connectivity.
• Monitor network performance, availability and security, and troubleshoot connectivity issues.
• Coordinate with internet service providers and other vendors for installations, renewals, escalations and service restoration.

3. User Access & IT Service Management

• Manage user requests relating to system access, account creation, modification, access revocation and permissions, in accordance with approved authorisation and access control policies.
• Ensure timely IT onboarding and offboarding support, including account provisioning, device allocation and access deactivation.
• Maintain IT service records, incident logs, change records and documentation.

4. IT Procurement & Vendor Management

Manage IT procurement requirements for India offices, including obtaining quotations, evaluating technical specifications, coordinating approvals and facilitating purchases.

• Coordinate with Finance, Admin, HR and other stakeholders to ensure timely procurement and cost-effective utilisation of IT resources.
• Manage local IT vendors, service providers, AMC arrangements and support contracts.

5. IT Security, Access Control & Surveillance

• Administer and support biometric access control systems and CCTV infrastructure used for local office security, in coordination with Admin and Security teams.
• Ensure appropriate access controls, device security, antivirus/endpoint protection and adherence to applicable IT security policies.
• Support security incident investigation, reporting and resolution in coordination with relevant stakeholders.

6. Laboratory Equipment & Business Application Support

• Provide local technical support for laboratory equipment and associated IT connectivity/infrastructure, in coordination with the respective equipment owners and global technical contacts.
• Act as the primary local ICT coordination point for laboratory-related IT issues and facilitate troubleshooting, escalation and resolution.
• Coordinate with laboratory teams and global ICT/technical teams to minimise operational downtime.

7. Microsoft 365 Administration

• Administer and support Microsoft 365 services, including Exchange Online/Email, Microsoft Teams, SharePoint, Intune and spam/email security filtering solutions.
• Manage user licences and service configurations within approved global policies and delegated permissions.
• Support endpoint management, device compliance, email security, collaboration tools and troubleshooting.

12. IT Projects & System Improvements

• Lead or coordinate IT infrastructure and systems improvement projects, upgrades, migrations and technology implementations.
• Identify opportunities for automation, process improvement, cost optimisation and service enhancement.
• Collaborate with global ICT teams, management and external technology partners on larger IT initiatives.

13. IT Governance, Documentation & Reporting

• Maintain IT infrastructure documentation, network diagrams, asset registers, configuration records, SOPs and technical inventories.
• Monitor IT incidents, service requests, recurring issues and infrastructure performance.
• Provide periodic IT status reports, project updates, risk assessments and recommendations to management.
• Ensure adherence to applicable company policies, information security requirements and relevant Indian statutory and data protection obligations.

Key Skills & Competencies

• Strong technical expertise in IT infrastructure, networking, server administration and end-user computing.
• Hands-on experience with CATO networking/security solutions, firewall administration, switching and wireless infrastructure.
• Strong knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint and Intune.
• Experience in endpoint security, identity and access management, backup monitoring and disaster recovery.
• Strong troubleshooting, incident management, root cause analysis and problem-solving skills.
• Vendor management, IT procurement, budgeting coordination and project management capabilities.
• Ability to manage multiple locations, global stakeholders and competing business priorities.
• Excellent communication, stakeholder management, planning and team coordination skills.

Educational Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or a related discipline.
• Relevant industry certifications in Microsoft 365, networking, cloud infrastructure, cybersecurity or IT service management will be an advantage.

Experience & Profile

• 12+ years of relevant experience in IT infrastructure, networking, systems administration and enterprise IT operations.
• Experience supporting multi-location within organisations.
• Proven experience in managing IT infrastructure projects, vendors, service delivery and technical escalations.
• Demonstrated ability to work independently and collaborate effectively with global teams.