Function/Group

Digital and Technology

Location

Mumbai

Shift Timing

Regular

Role Reports to

D&T Manager – Global Infrastructure Services

Remote/Hybrid/in-Office

Hybrid

• IT & AV Infrastructure- Building, supporting, and maintaining the corporate IT infrastructure. Managing Datacenter, Network equipment and services, overseeing physical office security systems and telephony services, and monitoring, patching, and upgrading infrastructure. The role involves diagnosing and resolving network issues by engaging necessary teams. Candidate should have proven experience in preparing BOQ and validating the requirement for IT Infrastructure with vendors and core teams as required to meet global standards. Candidates should have a solid understanding of data center infrastructure, including LAN/WAN administration, Server Platform services, Shared Drive Optimization and involves collaborating with other teams, managing vendor relationships, and ensuring infrastructure scalability and security. Should have previous experience in New Site Buildouts, DC Setup. Ensure high availability and disaster recovery planning. Familiarity with diagnostic and monitoring tools is essential. Strong technical acumen is required, with the ability to translate technical specifications into business-friendly concepts. Availability for on-call support and to perform any weekend upgrade or activities is also a key aspect. Familiar with Audio Video Support devices, must have previous experience in managing Video Conferencing Rooms from system installation until support, regular quality checks and testing carried out as part of health status of AV devices, provide necessary support for townhalls, meetings as required, been part of Upgrades, and support different AV technologies platform such as (Zoom, Teams, Webex)
• IT Operations: will mentor team of desktop engineers, focusing on L2 technical support and service delivery for end-user computing in the India office. This role requires a strong understanding of hardware issues related to laptops and desktops, alongside good understanding in Windows imaging, Autopilot, SCCM, and Intune. Familiar with MFP, Scanners and Copiers support. Monitor the SLA’s and KPI’s and work on Dashboard presentation for leadership meets as required.
• Vendor Engagement: Manage relationships with external vendors to ensure the effective delivery of IT services and support. Responsibilities include evaluating and selecting vendors, negotiating contracts and service level agreements (SLAs), and overseeing vendor performance to align with organizational goals. The role requires collaboration with internal teams to identify infrastructure needs and coordinate vendor activities for equipment provisioning, maintenance, and support. Strong communication and negotiation skills are essential for fostering productive partnerships and ensuring that vendor solutions meet technical and operational requirements. Good to have minimum experience in procurement and budgeting. The role also involves monitoring compliance with contractual obligations and managing any issues that arise during the engagement process.
• Problem management and Incident resolution– provides timely response to requests for support, consultancy, and issue resolution; taking ownership and escalating when required.
• Provision of business tools & knowledge – accountable for ensuring hardware lifecycles are adhered to in line with Digital &Technology recommendations. Provision of appropriate IT knowledge and guidance to users in the form of OPLs, onboarding and knowledge-transfer.
• Cyber Security - works closely with Compliance Teams to ensure correct processes are implemented across the site; escalate non-compliance.
• New Technology Support – collaborate with global Digital &Technology groups to evaluate new products/devices and implement new technologies as per global standards

MINIMUM QUALIFICATIONS

• Min 8+ Years total experience in IT Infrastructure Support
• Differential work that has driven impact to the internal/external business
• Good understanding of Network (LAN/WAN) administration, Voice, ISP’s, OSP’s
• Great Partnerships with Vendors in terms of evaluation of Network, Computer Hardware, AV and other IT assets evaluation to stay updated with latest technology trends
• Good understanding of Audio Video Services, previous experience in managing Video conferencing is an addon
• Knowledge on Desktop Support, Hardware Troubleshooting, Infrastructure Services
• Advanced proficiency in systems and network troubleshooting, Project Dashboards
• Analytical skills to identify problems and deliver solutions
• Basic Proficiency in current desktop Imaging applications such as SCCM, Intune, Windows
• Familiarity with Agile methodologies

PREFERRED QUALIFICATIONS

• Degree in Computer Science
• Good to have ITIL Framework Certification, Network Level Certification, Microsoft Windows Certification
• Ability to manage multiple priorities in a dynamic environment.
• Strong aptitude to learn and passion for problem solving.
• Excellent communication skills in coordinating with different stakeholders.
• Good understanding in IT Operations, IT and AV Infrastructure, Network, Voice Infrastructure