It Manager

JOB DESCRIPTION

IT Manager Shree Mahalakshmi Sweets

Department: Information Technology
Reports To: Management / Director
Location: Mysuru / Bengaluru, Karnataka
Industry: Retail, Sweets Manufacturing, Food & Hospitality
Experience: 58 years
Employment Type: Full-time

1. Job Purpose

The IT Manager will be responsible for managing the company's complete IT operations, ERP systems, retail technology, infrastructure, software implementation, and technical support across corporate offices, manufacturing facilities, warehouses, and retail outlets.

The role requires strong expertise in ERP management, POS systems, inventory control, software integrations, IT security, vendor management, and business process automation to ensure uninterrupted operations across all locations.

2. Key Responsibilities

A. ERP & Software Management

• Manage and maintain the CW Suits ERP system across all retail outlets, factories, warehouses, and corporate offices.
• Ensure smooth functioning of POS billing, sales orders, quotations, tax invoices, procurement, indenting, dispatch, inventory, and stock transfers.
• Coordinate with the ERP service provider to resolve technical issues, obtain root cause analyses (RCA), and implement permanent corrective actions.
• Monitor software performance, transaction accuracy, system availability, and data consistency.
• Plan and execute software upgrades, testing, UAT, and deployments with minimal business disruption.
• Ensure proper user access controls, approval workflows, and system configurations.
• Identify opportunities to automate manual processes and improve operational efficiency.

B. POS & Retail Technology

• Ensure uninterrupted POS billing and system performance across all 48 outlets.
• Standardize billing formats, barcode scanning, printers, payment modes, and POS configurations across outlets.
• Monitor billing accuracy, invoice numbering, cash reconciliation, discounts, and inventory availability.
• Coordinate with outlet managers to resolve hardware, software, connectivity, and billing-related issues.
• Ensure readiness for high-volume periods such as Dasara, Deepawali, and other festivals.
• Develop contingency plans for billing continuity, including backup connectivity and appropriate offline procedures where supported.

C. Inventory, Procurement & Dispatch Systems

• Ensure accurate integration between inventory, procurement, manufacturing, dispatch, and retail sales.
• Monitor stock discrepancies, negative stock transactions, duplicate shipment creation, and incorrect stock transfers.
• Implement system restrictions to prevent invalid transactions, duplicate barcode usage, and incorrect location selections.
• Ensure correct tracking of raw materials, finished goods, inter-outlet transfers, and warehouse movements.
• Work with operations and finance teams to improve stock reconciliation and audit reporting.

D. IT Infrastructure & Technical Support

• Manage IT infrastructure across corporate offices, factories, warehouses, and retail outlets.
• Oversee computers, servers, networking, Wi-Fi, routers, switches, printers, barcode scanners, CCTV, and other IT assets.
• Ensure reliable internet connectivity and appropriate backup arrangements at all locations.
• Establish IT helpdesk procedures, ticket prioritization, escalation mechanisms, and service-level agreements (SLAs).
• Maintain IT asset registers, software licenses, warranties, and maintenance schedules.
• Coordinate hardware procurement, installation, repairs, and replacements.

E. Software Integrations & Digital Systems

• Manage integrations with Swiggy, Zomato, payment gateways, e-commerce platforms, and other approved business applications.
• Coordinate API requirements, integration testing, transaction reconciliation, and issue resolution.
• Support implementation of HRMS, attendance systems, recruitment software, CRM, reporting tools, and other business applications as required.
• Evaluate technology solutions based on business requirements, cost, security, and scalability.

F. Data Security, Backup & Business Continuity

• Implement regular data backup, recovery testing, and disaster recovery procedures.
• Protect business data through access controls, endpoint security, antivirus, patch management, and appropriate security policies.
• Manage user accounts, permissions, password policies, and employee onboarding/offboarding access.
• Monitor security incidents and coordinate timely resolution.
• Maintain documentation for system configurations, recovery procedures, and critical IT processes.

G. MIS, Reporting & Analytics

• Ensure availability and accuracy of sales, inventory, procurement, production, and outlet performance reports.
• Develop dashboards and reports to support management decision-making.
• Coordinate with finance, audit, operations, HR, marketing, and manufacturing teams to meet reporting requirements.
• Identify recurring operational issues and recommend technology-driven improvements.

H. Vendor & Team Management

• Manage ERP vendors, IT service providers, internet providers, hardware suppliers, and software partners.
• Track pending issues, implementation commitments, service quality, and vendor payments in coordination with finance.
• Lead and support IT executives or technical support staff.
• Conduct user training for outlet employees, factory staff, and corporate teams.
• Prepare IT budgets, maintenance plans, and technology improvement proposals for management approval.

3. Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Computer Applications, or a related field.
• Minimum 5–8 years of relevant IT experience, preferably with retail chains, FMCG, food manufacturing, hospitality, or multi-location businesses.
• Experience managing ERP implementation, POS systems, inventory management, and business applications.
• Demonstrated experience coordinating with software vendors and resolving production-critical issues.
• Experience managing IT infrastructure across multiple locations.
• ERP certification or relevant technical certifications will be an advantage.

4. Required Technical Skills

• ERP implementation, configuration, testing, and support.
• POS systems, barcode technology, billing, and inventory management.
• Networking, Windows systems, printers, and IT hardware.
• Database fundamentals, SQL, and report generation.
• API integrations and third-party software connectivity.
• Data backup, cybersecurity, access management, and disaster recovery.
• Advanced Excel, MIS reporting, and dashboard tools such as Power BI.
• IT asset management, ticketing systems, and vendor SLA management.

5. Key Performance Indicators (KPIs)

The IT Manager's performance will be measured against the following:

1. System availability: Maintain a target of at least 99.5% availability for critical IT systems, subject to agreed measurement criteria and vendor dependencies.
2. Issue resolution: Meet agreed response and resolution SLAs for critical, high, medium, and low-priority incidents.
3. POS continuity: Minimize billing interruptions across all retail outlets, especially during peak festival periods.
4. ERP accuracy: Reduce recurring billing, inventory, dispatch, invoice numbering, and reconciliation errors.
5. Implementation delivery: Complete approved software projects, integrations, and enhancements within agreed timelines.
6. Data protection: Maintain successful scheduled backups and conduct periodic recovery tests.
7. Vendor performance: Ensure timely follow-up, documented RCA, and closure of critical issues.
8. Standardization: Maintain consistent POS configurations, printer formats, access controls, and operating procedures.
9. Cost optimization: Manage IT expenditure, licenses, maintenance, and procurement within approved budgets.
10. User satisfaction: Improve support quality, user training, and adoption of business systems.

6. Preferred Candidate Profile

• Strong ownership and accountability for business-critical IT operations.
• Ability to manage multiple outlets, factories, warehouses, and corporate locations.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and vendor coordination capabilities.
• Ability to work with management, finance, operations, HR, and production teams.
• Willingness to provide critical support during festival seasons and outside normal working hours when required.
• Ability to manage high transaction volumes and time-sensitive operational requirements.
• Proactive approach to preventing recurring issues rather than relying only on temporary fixes.

8. Overall Objective

To build a reliable, secure, scalable, and well-controlled IT environment that supports Shree Mahalakshmi Sweets' retail expansion, manufacturing operations, inventory accuracy, customer service, and business growth across all locations.