Executive IT

Job Title: Executive IT. Function: Information Technology. Reports to: Manager - IT. Location: Kolkata. Travel Required: 25%, 50%, 75%.

Job Summary

The Executive / Senior Executive / Assistant Manager - IT is responsible for ensuring the availability, stability and day-to-day support of IT infrastructure and end-user systems across operational and administrative locations within the assigned region. The role coordinates IT support activities, manages vendor service delivery, resolves infrastructure issues and ensures minimal disruption to business operations. Working closely with Operations, Customer Service, Commercial, HR and Corporate IT teams, the role provides first and second-level support for IT infrastructure, end-user computing, hardware, software and network-related issues while ensuring adherence to service levels, IT standards and information security requirements.

Job Purpose

To provide reliable, responsive and efficient IT support across the assigned region by ensuring timely resolution of technology issues, effective vendor coordination, high system availability and uninterrupted business operations through proactive infrastructure support and adherence to IT governance standards.

Key Roles & Responsibilities

• Regional IT Operations Support. Provide day-to-day IT support across all operational and administrative locations within the assigned region, ensuring high system availability and minimal business disruption.
• Coordinate resolution of hardware, software, network and system-related issues impacting business operations.
• Ensure operational locations receive timely IT support in accordance with defined service levels.
• Provide on-site support for critical IT issues where remote resolution is not feasible.
• Support regional IT readiness for new branch openings, relocations, expansions and operational infrastructure changes.
• Incident & Service Request Management. Manage IT incidents and service requests from logging through resolution, ensuring adherence to defined Service Level Agreements (SLAs).
• Prioritise and coordinate resolution of business-critical incidents impacting operational continuity.
• Perform first-level troubleshooting and coordinate with specialised support teams for second and third-level issues.
• Track recurring incidents, identify root causes and recommend preventive actions.
• Maintain accurate incident documentation, escalation records and service request updates.
• End User Computing & Infrastructure Support. Support end-user devices including desktops, laptops, printers, handheld devices, scanners and other operational IT equipment.
• Coordinate installation, configuration and maintenance of approved hardware, software and peripheral devices.
• Ensure timely provisioning and replacement of IT equipment for employees and operational locations.
• Support connectivity, user access, system availability and peripheral device functionality across the region.
• Coordinate preventive maintenance activities to maximise infrastructure reliability and equipment uptime.
• Vendor Management & Service Delivery. Coordinate and monitor regional IT support vendors to ensure timely and effective service delivery.
• Track vendor performance against agreed SLAs and escalate service gaps where required.
• Validate completion of vendor activities and ensure quality of work performed.
• Coordinate warranty repairs, Annual Maintenance Contracts (AMCs) and third-party support activities.
• Build effective working relationships with vendor partners to ensure uninterrupted IT support across the region.
• IT Asset & Inventory Management. Maintain accurate records of regional IT assets including desktops, laptops, printers, scanners, handheld devices and networking equipment.
• Coordinate asset allocation, movement, replacement and disposal in accordance with organisational policies.
• Support periodic IT asset verification and inventory audits.
• Ensure software licensing, asset tagging and documentation remain accurate and up to date.
• Monitor asset lifecycle and recommend timely replacement of ageing or obsolete equipment.
• Business Continuity & Operational Readiness. Support business continuity by ensuring IT systems remain operational across all regional locations.
• Coordinate IT readiness for new operational sites, office relocations and infrastructure expansion projects.
• Participate in disaster recovery activities, system recovery testing and operational contingency planning where applicable.
• Ensure critical operational systems supporting logistics and customer service remain available with minimal downtime.
• Provide IT support during peak business periods and critical operational events to ensure uninterrupted business operations.
• Information Security & IT Governance. Ensure compliance with organisational IT policies, information security standards and regulatory requirements across all regional locations.
• Support implementation of IT security controls, endpoint protection, user access management and system compliance initiatives.
• Coordinate timely installation of software updates, security patches and antivirus definitions in collaboration with Corporate IT and support vendors.
• Report IT security incidents, system vulnerabilities and policy deviations, ensuring timely corrective actions.
• Promote awareness of information security best practices among regional users.
• Cross-functional Stakeholder Support. Partner with Operations, Customer Service, Commercial, Finance, HR and other business functions to understand IT support requirements and ensure timely service delivery.
• Coordinate with Corporate IT teams for system upgrades, application deployments, infrastructure enhancements and enterprise-wide IT initiatives.
• Provide IT support for new branch openings, relocations, office expansions and operational infrastructure changes.
• Assist business users during rollout of new applications, hardware and technology solutions.
• Maintain effective communication with stakeholders regarding incident status, planned maintenance and system availability.
• Continuous Improvement. Identify recurring IT issues and recommend process improvements to enhance service quality and operational efficiency.
• Support implementation of new technologies, automation initiatives and digital solutions that improve business productivity.
• Recommend improvements to IT support processes, knowledge documentation and service delivery standards.
• Contribute to regional IT projects and continuous improvement initiatives.
• Foster a culture of customer service, collaboration, accountability, innovation and continuous learning.

Qualifications & Experience

Education

Bachelors Degree in Information Technology, Computer Science, Electronics, Computer Engineering or a related discipline is mandatory. Relevant technical certifications such as Microsoft, Cisco, ITIL, CompTIA or equivalent will be an added advantage.

Experience

3-6 years of experience in IT Infrastructure Support, End User Computing, Desktop Support or Regional IT Operations. Experience supporting multi-location business operations within a regional environment. Strong experience in hardware troubleshooting, operating systems, user support and IT infrastructure coordination. Experience coordinating with outsourced IT support vendors and monitoring service delivery against agreed SLAs. Exposure to IT asset management, incident management, user access administration and IT support processes. Experience supporting logistics, transportation, warehousing, manufacturing, retail or other multi-site organisations will be preferred.

Skills & Capabilities

Technical Skills

• IT Infrastructure & End User Support
• Hardware & Peripheral Device Support
• Windows Operating Systems & Microsoft Office
• Basic Network Troubleshooting
• IT Incident & Service Request Management
• IT Asset & Inventory Management
• Vendor & SLA Management
• Active Directory & User Access Management (preferred)
• IT Security & Endpoint Compliance
• Microsoft Office Suite and IT Service Management (ITSM) tools

Key Competencies

• Customer Centricity
• Service Orientation
• Communication Skills
• Problem Solving & Analytical Thinking
• Planning & Coordination
• Stakeholder Management
• Teamwork & Collaboration
• Accountability & Ownership
• Adaptability & Learning Agility
• Integrity & Professionalism
• Continuous Improvement Mindset

Key Performance Indicators

• IT Service Delivery. Incident resolution within SLA, Service Request Closure TAT, System Availability.
• End User Support. User Satisfaction, First-Time Resolution Rate, Reduction in Repeat Incidents.
• Vendor Performance. Vendor SLA Compliance, Timely Escalation & Resolution, Quality of Service Delivery.
• IT Asset Management. Asset Accuracy, Inventory Compliance, Timely Asset Deployment & Recovery.
• Infrastructure Support. Hardware Uptime, Preventive Maintenance Completion, Regional IT Readiness.
• Information Security. Compliance with IT Policies, Patch & Antivirus Compliance, Security Incident Resolution.
• Business Support. IT Readiness for New Sites, Business Continuity Support, Stakeholder Satisfaction.
• Continuous Improvement. Process Improvements Implemented, Reduction in Recurring Incidents, Contribution to IT

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.