Manager-IT Infrastructure Pune

Job Description:

The Infrastructure Manager for End User Support and Compliance is a key
leadership role responsible for overseeing end user support operations,
managing IT assets, coordinating with vendors, and ensuring compliance
with EUS systems. The role encompasses a diverse set of responsibilities,
including managing Office 365, Endpoint Detection and Response (EDR),
eXtended Detection and Response (XDR), Data Loss Prevention (DLP), Proxy
services, ISO 27001 compliance, and insurance management for end user
systems.
End User Support Management:
Lead and manage the end user support team to ensure prompt resolution of
technical issues.

Implement and enhance IT helpdesk processes to deliver efficient and high-
quality support.

Asset Management:
Oversee the entire lifecycle of IT assets, from procurement to retirement.
Implement and maintain an asset tracking system for optimized resource
management.
Physical verification of the asset during yearly statutory audits.
IT Infrastructure Helpdesk:
Supervise the IT infrastructure helpdesk to ensure a seamless user
experience.
Continuously improve helpdesk processes and responsiveness.
Vendor Coordination:
Coordinate with vendors for procurement, maintenance, and support
services.
Manage vendor relationships, negotiate contracts, and ensure compliance
with agreed-upon terms.
Escalation Management:
Develop and implement escalation procedures to address critical issues
efficiently.
Collaborate with cross-functional teams for effective incident resolution.
SLA Reviews:
Regularly review and assess service level agreements (SLAs) to align with
organizational goals.
Implement improvements and adjustments for evolving business needs.
Compliance on EUS Systems:
Ensure compliance with regulatory requirements and industry standards for
End User Support systems.
Establish and enforce policies and procedures to meet compliance
standards.
Security Measures:
Oversee the implementation and management of security measures
including DLP, Proxy, EDR, and XDR.
Ensure adherence to ISO 27001 compliance standards for information
security.
Office 365 Management:
Manage and optimize Office 365 services for end users, ensuring efficient
collaboration and productivity.
Insurance & Physical verification of End User Systems:
Collaborate with relevant stakeholders to secure insurance coverage for end
user systems.
Ensure compliance with insurance requirements and policies.