IT Manager

Looking for an experienced IT Support Manager to lead day-to-day IT infrastructure and support operations across networking, servers, systems, vendors, and IT compliance. The role will be responsible for ensuring reliable IT services, strong infrastructure controls, timely issue resolution, vendor performance, security practices, and business continuity.

Responsibilities:

• Lead and manage IT support and infrastructure operations, ensuring high availability and timely resolution of incidents and service requests.
• Manage LAN/WAN, Wi-Fi, VPN, switches, routers, firewalls, and other network infrastructure.
• Monitor network performance, connectivity, bandwidth utilization and infrastructure health; troubleshoot recurring network issues.
• Manage physical and virtual servers, operating systems, backups, storage, access controls and routine maintenance.
• Coordinate server provisioning, patching, upgrades, preventive maintenance and capacity planning.
• Ensure IT systems, endpoints and infrastructure are appropriately secured, monitored and maintained.
• Own IT asset lifecycle management including procurement, allocation, inventory, tracking, AMC/warranty and decommissioning.
• Manage external IT vendors, service providers, AMCs and technology partners; negotiate SLAs, track performance and resolve escalations.
• Coordinate procurement of IT hardware, software, networking equipment and infrastructure services in line with business requirements.
• Define and monitor IT support SLAs, ticket resolution timelines, escalation mechanisms and service quality metrics.
• Maintain IT documentation including network diagrams, asset registers, server details, SOPs, escalation matrices and DR/BCP documentation.
• Ensure adherence to IT policies, information security controls, audit requirements and applicable compliance standards.
• Coordinate internal/external IT audits, close audit observations and maintain evidence and compliance records.
• Support implementation and monitoring of endpoint security, antivirus/EDR, access management, backup and data protection controls.
• Develop and test backup, disaster recovery and business continuity processes; ensure periodic restoration testing.
• Manage user access provisioning/de-provisioning in coordination with HR and relevant business stakeholders, especially during employee onboarding and exits.
• Lead and mentor the IT support team, allocate workloads, monitor performance, and build a strong service-oriented culture.
• Provide regular MIS/reporting to management covering incidents, assets, vendors, infrastructure health, compliance, and key IT metrics.
• Identify opportunities for automation, process improvement, cost optimization, and technology upgrades.

Requirements:

• Strong hands-on knowledge of networking concepts: TCP/IP, DNS, DHCP, VLAN, VPN, routing, switching, and firewall management.
• Experience with Windows Server and/or Linux server administration, Active Directory and user/group access management.
• Knowledge of virtualization, backup solutions, storage and server monitoring tools.
• Understanding of endpoint management, antivirus/EDR, patch management and IT security controls.
• Working knowledge of IT asset management, ticketing/helpdesk systems and IT service management practices.
• Strong understanding of IT vendor management, AMC/SLA management and technology procurement.
• Knowledge of IT audits, information security controls, compliance documentation and risk management.
• Good understanding of backup, disaster recovery, and business continuity principles.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering or a related discipline.
• Typically 7-12 years of relevant experience in IT infrastructure, IT support, networking and systems administration, with demonstrated team-management experience.
• Relevant certifications such as CCNA, Microsoft, ITIL, Fortinet/Cisco, or other infrastructure/security certifications will be an advantage.
• Experience managing IT infrastructure in a multi-site or fast-paced business environment is preferred.