IT Operations Lead - Vijayawada

Purpose of the Job

The IT Operations Lead is responsible for leading and managing day-to-day IT Operations and ensuring reliable, secure and efficient delivery of IT services across Eruvaka. The role provides operational ownership across IT service management, Helpdesk, IT assets, IT services and enterprise application administration, infrastructure, vendors, procurement, audits, security and compliance, BCP/DR and IT operational projects.

The role combines strong technical capability with operational leadership, stakeholder coordination and continuous improvement to ensure business continuity and effective IT service delivery.

Responsibilities

• IT Operations & Service Management: Lead day-to-day IT Operations, Helpdesk, incidents, service requests and escalations; ensure timely resolution and SLA adherence.
• Work & Performance Management: Maintain and track IT tickets, tasks and operational projects/initiatives, including priorities, owners, timelines and SLAs; maintain IT dashboards and provide regular operational status and performance reporting.
• IT Assets & Inventory: Manage the IT asset lifecycle, including inventory, allocation, onboarding, transfers, recovery, periodic verification, audits and compliant disposal/e-waste management.
• IT Services & Enterprise Applications: Manage operational administration and support of enterprise IT services and applications, including ERP, service desk, collaboration, project management and other IT tools; manage access, configurations, licenses, renewals, availability and vendor support.
• Infrastructure & Workplace IT: Manage day-to-day IT infrastructure and workplace technology services, including endpoints, network, connectivity, printing, CCTV and related services; monitor availability and resolve operational issues.
• Vendor & Service Provider Management: Manage IT vendors and service providers, including service delivery, SLA performance, escalations, renewals, contracts, documentation and service reviews.
• Procurement & IT Financial Operations: Coordinate IT procurement, renewals and recurring services for hardware, software and licenses; support budget planning, expense tracking, provisions and contract/license visibility.
• Security, Governance & Compliance: Implement and maintain applicable IT security, governance and compliance controls, including access management, security practices, backup controls, policies, assessments and remediation of identified gaps.
• Audits & Assessments: Manage IT audit readiness and execution, including internal and external audits/assessments; coordinate evidence, track observations and ensure timely closure of corrective actions.
• BCP/DR & Resilience: Manage IT Business Continuity and Disaster Recovery activities, including documentation, periodic reviews, testing, operational backup arrangements and remediation of identified gaps.
• Projects, Automation & Continuous Improvement: Lead or coordinate IT Operations initiatives and improvements; drive automation, process standardization, monitoring and dashboards to improve efficiency, service quality and operational resilience.
• Documentation & Knowledge Management: Maintain IT procedures, technical documentation, knowledge repositories, service records and operational reports to ensure knowledge continuity and effective support.
• Team Leadership & Operational Continuity: Provide technical direction, prioritization and delegation to IT Operations resources; promote knowledge sharing, cross-training and backup coverage to ensure continuity of operations.
• Stakeholder Management: Work closely with business functions, IT teams, vendors, corporate/external stakeholders and service providers to understand requirements, resolve issues and ensure effective IT service delivery.
• Ensure IT Operations comply with organizational policies, applicable security and regulatory requirements, corporate standards and defined IT processes.

Qualification, Experience and Skills required:

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related technical field.
• 8+ years of hands-on experience in IT Operations, System Administration, IT Infrastructure or related roles, with demonstrated operational ownership.
• Strong hands-on experience in networking (LAN/WAN), operating systems, endpoints, patch management, enterprise IT services, cloud and infrastructure technologies.
• Experience in IT service management, Helpdesk, ticket/work management, SLA tracking, dashboards and operational reporting.
• Experience in IT asset management, vendor management, IT procurement, contracts, licenses and service management.
• Experience implementing and maintaining IT security controls, access management, server security, backup and recovery, security monitoring and vulnerability remediation in coordination with central/parent IT teams where applicable.
• Experience supporting IT audits, compliance assessments, evidence collection, corrective actions and remediation tracking.
• Experience with Business Continuity and Disaster Recovery (BCP/DR), including backup, recovery and continuity testing.
• Experience coordinating IT projects/initiatives, process improvements, automation and service monitoring.
• Experience with scripting and automation using PowerShell, Python or similar tools is preferred.
• Exposure to database administration/support is an advantage.
• Strong problem-solving, troubleshooting and decision-making skills, with the ability to work independently and manage multiple priorities.
• Strong communication, stakeholder management, coordination and team leadership skills, with the ability to provide technical direction and effectively delegate activities.
• Relevant certifications in IT Infrastructure, Networking, IT Service Management or Information Security are an advantage.