IT Executive

Job Purpose

To provide effective IT support and ensure the availability, reliability and smooth functioning of IT systems, applications, hardware, connectivity and communication devices used in 108 Emergency Ambulance Services.

The IT Executive will support ambulance crews, ERC/dispatch operations, field teams, workshops and state office users and ensure minimum disruption to emergency service operations due to IT-related issues.

Key Responsibilities

A. Ambulance IT Support

• Ensure smooth functioning of IT equipment installed in 108 ambulances.
• Support ambulance tablets, mobile devices, GPS devices, printers and another IT equipment.
• Troubleshoot connectivity, application and device-related issues.
• Coordinate with technical vendors for hardware/software breakdowns.
• Maintain records of IT equipment deployed in each ambulance.
• Ensure timely replacement/repair of defective IT equipment.
• Monitor availability of communication and data connectivity in ambulances.

B. Application & Software Support

• Provide first-level support for ambulance-related applications and software.
• Support users in attendance, task allocation, vehicle tracking and operational applications.
• Troubleshoot login, password, access and application-related issues.
• Coordinate with HO/central IT teams for application-level problems.
• Track open IT tickets until resolution.
• Provide training to users whenever new applications or system changes are introduced.

C. GPS, Tracking & Communication Systems

• Monitor the functioning of GPS/vehicle tracking devices installed in ambulances.
• Coordinate with GPS/technology vendors for device failures and connectivity issues.
• Support integration between ambulance tracking systems and operational applications.
• Identify ambulances with GPS/data connectivity issues and coordinate corrective action.
• Maintain records of GPS/device installation, replacement and repair.

D. Hardware & Asset Management

• Maintain an updated IT asset register covering:
• Desktops/laptops
• Tablets
• Printers
• Routers/modems
• GPS devices
• CCTV equipment
• Networking equipment
• UPS and other IT peripherals
• Ensure proper tagging and allocation of IT assets.
• Conduct periodic physical verification of IT assets.
• Track repair, replacement and warranty status.
• Ensure proper handover/takeover documentation for IT assets.

E. Network & Connectivity Support

• Monitor internet connectivity at state office, ERC, district offices and other operational locations.
• Troubleshoot LAN/Wi-Fi/network connectivity issues.
• Coordinate with Internet Service Providers for downtime resolution.
• Support routers, switches and basic network infrastructure.
• Maintain network-related documentation.
• Escalate recurring connectivity issues to the IT Head/HO IT team.

F. User Support / Helpdesk

• Provide timely technical support to employees and field users.
• Handle IT-related complaints and service requests.
• Maintain IT helpdesk/ticket records.
• Prioritize issues affecting emergency ambulance operations.
• Ensure critical operational IT issues are escalated immediately.
• Maintain issue-resolution TAT and prepare periodic reports.

G. Data & System Support

• Support operational teams in accessing required reports and dashboards.
• Coordinate with application/data teams regarding data discrepancies.
• Assist users with report access and system-related issues.
• Maintain confidentiality and security of operational data.
• Ensure proper backup and data-handling practices as per company policy.

H. IT Security

• Ensure antivirus and security software are installed and updated.
• Support implementation of IT security policies.
• Ensure users follow password and access-control guidelines.
• Prevent unauthorized software installation and system access.
• Report suspected malware, phishing, unauthorized access or other security incidents immediately.
• Conduct basic awareness sessions for employees on IT security and cyber hygiene.

I. Vendor Management

• Coordinate with IT hardware, software, internet, GPS and other technology vendors.
• Follow up on pending breakdowns and service requests.
• Monitor vendor SLA and service quality.
• Verify service reports and replacement/repair details.
• Escalate repeated vendor performance issues to the IT Head.

J. IT Support During New Deployment / Expansion

• Provide IT support during deployment of new ambulances.
• Coordinate installation and testing of tablets, GPS, connectivity and other IT equipment.
• Ensure IT readiness before an ambulance becomes operational.
• Support IT setup for new offices, ERCs, workshops and operational locations.

3. Key Performance Indicators (KPIs)

KPI Measurement

IT Issue Resolution

% issues resolved within defined TAT

Ambulance IT Availability

% operational availability of critical IT equipment

GPS Availability

% ambulances with functional GPS

Network Uptime

Internet/network availability

Ticket Closure

% tickets closed within SLA

Hardware Downtime

Reduction in equipment downtime

Preventive Maintenance

% scheduled maintenance completed

Asset Accuracy

Physical vs. IT asset register accuracy

Security Compliance

Compliance with IT security standards

User Satisfaction

IT support satisfaction level

Vendor SLA

% vendor issues resolved within SLA

4. Critical Responsibility in 108 Services

Since 108 is an emergency response service, the IT Executive must give priority to issues affecting:

Emergency call Call taking Dispatch Ambulance tracking Crew communication Patient transportation Operational reporting

Any IT issue that can directly affect ambulance dispatch, GPS tracking, communication or field operations should be treated as a critical incident and escalated immediately.

5. Qualifications

• Graduate in Computer Science, Information Technology, Computer Applications, Electronics or related discipline.
• BCA/B.Sc. IT/B.Tech./BE/MCA or equivalent qualification preferred.
• Certification in networking, hardware or IT support will be an added advantage.

6. Experience

• 25 years of experience in IT support/helpdesk/networking/hardware.
• Experience in healthcare, ambulance services, fleet operations, emergency services or large field operations will be preferred.
• Experience supporting users across multiple locations is desirable.

7. Technical Skills

• Windows OS and basic system administration
• Computer hardware troubleshooting
• LAN/WAN and Wi-Fi troubleshooting
• TCP/IP and basic networking
• Printer and peripheral troubleshooting
• GPS/vehicle tracking systems
• Mobile/tablet troubleshooting
• IT asset management
• MS Office/Excel
• Helpdesk/ticketing systems
• Basic cybersecurity and antivirus management
• Basic database/application troubleshooting

8. Behavioral Competencies

• Strong problem-solving ability
• Quick response to operational issues
• Good communication skills
• Customer/user service orientation
• Ability to work under pressure
• Coordination and vendor-management skills
• Good documentation and reporting skills
• Willingness to travel to field locations
• Ability to work beyond normal hours during critical IT incidents

Preferred candidate profile

Male Candidate