Senior Manager - IT Infrastructure

Job Description: Senior Manager, IT Infrastructure

Department: Information Technology

Role Summary

The Senior Manager, IT Infrastructure owns the design, operation, security, and continuous improvement of the organization's IT infrastructure across cloud, network, end-user, and branch environments. The role leads the infrastructure and operations team, runs ITSM processes end to end, and ensures high availability, cost efficiency, and compliance with regulatory and information security requirements.

Key Responsibilities

1. Cloud Infrastructure Management

• Own the cloud strategy and operations across AWS, Azure, or GCP, including hybrid and multi-cloud environments.
• Manage landing zones, networking, identity and access, and workload migration and modernization.
• Ensure cloud security posture, backup, disaster recovery, and business continuity (defined RTO/RPO and periodic DR drills).
• Implement Infrastructure as Code and automation to standardize provisioning and reduce manual effort.
• Manage cloud service providers and managed service partners against SLAs.

2. ITSM Process Ownership

• Own and mature ITIL-aligned processes: Incident, Problem, Change, Release, Service Request, Configuration, Knowledge, and Service Level Management.
• Manage the ITSM platform including workflows, dashboards, and automation.
• Lead major incident management, including root cause analysis and post-incident reviews.
• Define, track, and report on SLAs, OLAs, and KPIs (MTTR, first-call resolution, change success rate, availability).

3. Hardware Maintenance and Lifecycle

• Oversee preventive and corrective maintenance for servers, storage, network devices, end-user devices, printers, and specialized equipment.
• Manage AMC and warranty contracts, vendor escalations, spares inventory, and RMA processes.
• Plan capacity, refresh cycles, and end-of-life/end-of-support transitions.
• Ensure secure decommissioning and data sanitization of retired hardware.

4. IT Asset Management (ITAM)

• Maintain a complete, accurate asset register covering hardware, software, and cloud resources.
• Manage the asset lifecycle from procurement and deployment through retirement and disposal.
• Ensure software license compliance and optimize license utilization to avoid audit exposure and waste.
• Conduct periodic physical and system-based asset audits and reconcile discrepancies.

5. Network, Data Centre, and End-User Services

• Oversee LAN/WAN/SD-WAN, Wi-Fi, firewalls, VPN, and internet connectivity across all sites.
• Manage data centre, server, virtualization, storage, and backup environments.
• Lead service desk, desktop support, and onsite support operations, with a focus on user experience.
• Manage identity and access infrastructure (Active Directory/Entra ID, MFA, endpoint management).

6. Security, Compliance, and Governance

• Partner with the information security team on vulnerability management, patching, hardening, and endpoint protection.
• Support compliance with ISO 27001, SOC 2, and applicable sector regulations (e.g., NABL, NABH, DPDP Act, HIPAA where relevant).
• Maintain infrastructure policies, SOPs, and audit evidence; coordinate internal and external audits.
• Lead infrastructure risk assessments and track remediation.

7. Vendor and Financial Management

• Manage infrastructure vendors, contracts, renewals, and SLAs;
• Own the infrastructure CAPEX/OPEX budget, forecasting, and cost optimization.

8. Team Leadership

• Lead, mentor, and develop managers, engineers, and support staff; define goals, KRAs, and succession plans.
• Build on-call and shift structures for 24x7 operations where required.
• Foster a culture of automation, documentation, and continuous improvement.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or IT (Master's or MBA preferred).
• 12-15+ years of IT infrastructure experience, with at least 5 years in a leadership role managing teams and vendors.
• Hands-on experience with enterprise cloud platforms and hybrid infrastructure.
• Proven experience running ITSM operations and implementing ITIL practices.

Preferred certifications: ITIL 4 (Foundation/Managing Professional), AWS/Azure Solutions Architect or equivalent, PMP, CISM/CISSP, ISO 27001 Lead Implementer, COBIT.