Job Summary The Senior (Sr) IT Manager – India’s role is to ensure the streamlined operation of the IT department in alignment with the business objectives of the organization. The Sr IT Manager – India will plan, coordinate, direct and design IT-related activities of the organization, as well as support daily operational activities of the IT department. The IT Manager will also review existing software and hardware being used and suggest new functionality that may benefit the company to improve efficiencies as well as keep current on new technologies and improvements in the IT world. The Sr IT Manager will be responsible for providing technical assistance and support related to computer systems, hardware, or software. The Sr IT Manager – India will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Essential Job Functions Identify and implement improvements to existing software technologies and systems. Project Manage long term IT related projects such as domain migrations, new phone systems, etc. Develop, establish and implement departmental standard operating procedures (SOPs) for the team as well as organization and ensure compliance. Work with software and hardware vendors to ensure we are getting the best pricing, subscriptions and support. Communicate with upper management and leadership on improvements and needs of the organization to ensure security and overall systems efficiency. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in TEAMS, over the phone, or utilizing remote access tools. Create and maintain support documentation. Educate and train end users in best IT practices. Monitor and maintain performance of computer systems. Respond to all emails requesting assistance in a timely fashion. Work with the end user to determine nature of problem and walk users through the problem-solving process. Install, modify, and repair computer hardware and software. Run diagnostic programs to resolve problems and keep systems running efficiently. Resolve technical problems with the LAN, WAN, and Wi-Fi. Install and configure user systems and peripherals. Maintain good customer service with users and follow-up to ensure issues have been resolved. Keep current with the latest technologies. Other duties as assigned. Defining and managing the SLAs and KPIs for IT support operations for internal and external clients. Responsible for maintaining and upgrading the IT policies to maintain strong security and risk management capabilities. Continuously work within the IT budget managing vendors and continuously look for cost-saving opportunities. Qualifications A Bachelor’s Degree in a related field. 10 years’ experience in similar or related positions. Microsoft Certified or other certifications. Previous Management Experience. Previous experience with running the IT department and setting up IT infrastructure. Preferred to have a good command on general IT processes around onboarding/offboarding, vendor management, asset management, security and IT project management. Program Management and Supervisory experience preferred. Competencies Worked with USA based Company preferred. English Communication Proficiency. Teamwork. Experienced in forming and implementing security policies and systems. Problem Solving. Technical Capacity. Position Type/Expected Hours of Work This is a full-time position. Hours of work are Monday through Friday; 7:00pm – 4am IST. Occasional evening and weekend work may be required as job duties demand. #J-18808-Ljbffr