Assistant Manager - IT

Role Overview

We are seeking a highly skilled and hands-on Senior IT Infrastructure & Systems Engineer to manage, troubleshoot, and optimize our IT infrastructure. The role involves advanced technical problem-solving, mentoring junior engineers, collaborating with cross-functional teams, and ensuring smooth operations across on-premises and cloud environments.

Key Responsibilities

Technical Hands-On:

• Provide hands-on support for Windows Desktop environments and have working knowledge of Windows Server OS.
• Possess deep expertise in Active Directory, SCCM, Intune, Office 365, VPN, Firewalls, LAN/WAN networks, and network protocols.
• Handle escalated support tickets from L1 engineers, ensuring timely and efficient resolution.
• Oversee security patching, update management, and vulnerability mitigation.
• Install, configure, and maintain operating systems, applications, drivers, and print setups.
• Work with Cloud, On-Premises, SaaS platforms, and VMware environments.
• Troubleshoot and resolve complex hardware/software issues for desktops, laptops, and peripherals.

Attributes & Collaboration:

• Demonstrate excellent problem-solving, analytical, and communication skills.
• Manage and engage with stakeholders at varied organizational levels.
• Perform advanced troubleshooting and root cause analysis to resolve recurring technical issues, including scripting or system changes.
• Collaborate with Network Operations, Development, Database, and Infrastructure teams to address deep technical challenges.
• Analyze performance logs and trends to recommend architectural improvements or deploy patches.
• Mentor and guide L1/L2 engineers, especially during critical incidents or major deployments.

Process & Compliance:

• Execute small to mid-scale IT infrastructure projects with efficiency and compliance.
• Manage IT asset inventory, including hardware, software, and licensing.
• Ensure adherence to IT compliance standards and audit requirements.
• Coordinate with cross-functional teams across national and global locations.
• Apply ITSM principles in incident, problem, and change management processes.
• Manage vendor relationships, budgeting, and invoice processing.
• Lead major incident management processes, ensuring minimal downtime.
• Maintain accurate documentation, including SOPs, technical resolutions, and process guidelines.

Qualifications & Experience:

• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 6–10 years of progressive experience in IT Infrastructure support, including advanced troubleshooting and project execution.
• Hands-on expertise with Windows OS, Active Directory, SCCM, Intune, Office 365, VMware, and network security.
• Strong understanding of ITSM frameworks, compliance standards, and infrastructure optimization.
• Proven track record in managing vendors, budgets, and complex technical projects.

Key Competencies:

• Technical leadership and mentoring abilities.
• Strong customer service orientation.
• Adaptability to dynamic work environments and emerging technologies.
• Strategic thinking with a hands-on approach.