IT Infrastructure & Operations Manager

Key Responsibilities

IT Infrastructure & Operations

• Manage and maintain the organization's IT infrastructure, including desktops, laptops, networks, servers, Wi-Fi, printers, security systems and other IT assets.
• Ensure smooth functioning of IT systems across offices and project locations.
• Monitor IT infrastructure performance and proactively identify and resolve issues.
• Manage installation, configuration, upgrades and maintenance of hardware and software.
• Ensure timely resolution of IT incidents and service requests.
• Maintain IT asset inventory, documentation and lifecycle management.

Team Management & Support

• Guide and support junior IT engineers and IT support staff, including on-roll and off-roll resources.
• Allocate and monitor IT support tickets and ensure timely closure.
• Establish and maintain IT support processes and service standards.
• Coordinate with external IT vendors/service providers for infrastructure and support requirements.

Senior Management / Executive IT Support

• Provide dedicated and responsive IT support to Senior Management.
• Manage technology requirements for senior leadership, including:
• Apple MacBooks, iPhones and iPads
• Microsoft Surface devices
• Windows laptops/desktops
• Email, Microsoft 365 and collaboration tools
• Video conferencing and meeting-room technology
• Data transfer, device configuration and troubleshooting
• Ensure quick resolution of critical IT issues faced by senior management.
• Support executives during travel, meetings, presentations and other business-critical requirements.

IT Security & Compliance

• Implement and monitor basic IT security practices, access controls and endpoint security.
• Ensure appropriate user access, device security, backups and data protection.
• Coordinate with relevant teams/vendors for cybersecurity and compliance requirements.
• Maintain proper IT documentation, SOPs and asset records.

Key Skills & Competencies

• Strong knowledge of IT infrastructure and IT operations
• Hands-on experience with Windows and Apple ecosystems
• Good knowledge of Microsoft 365 / Office 365
• Experience with Microsoft Surface devices
• Strong troubleshooting and problem-solving skills
• Knowledge of networking, hardware, software and endpoint management
• Vendor and IT service management experience
• Ability to manage and mentor junior IT resources
• Strong communication and interpersonal skills
• Excellent stakeholder-management skills
• Ability to handle confidential and sensitive requirements of senior management
• Strong sense of urgency and ownership, particularly for executive support

Experience & Qualification

• Experience: 58 years in IT Infrastructure / IT Operations / IT Support
• Experience in providing executive-level / senior management IT support will be preferred.
• Graduate degree/diploma in IT, Computer Science, Electronics or a related field.
• Relevant IT certifications will be an added advantage.