Job Description:

Key Responsibilities
● Ensure that Front Office team in AITC meet the desired SLA and other metrics
● Manage a team of Engineers by monitoring the workload and prioritizing
incidents and requests to ensure rapid responses to business needs
● Stakeholder management and maintaining Business Relationship Management
● Work closely with cross functional teams to plan and execute IT Infrastructure
projects
● Escalate issues and involve experts wherever required to resolve issues as
quickly as possible
● Provide technology expertise and thought leadership with an emphasis on End
User Experience.
● Driving Service Improvements for the IM Support team.
● Be accountable for effective utilization of End Users IT Infrastructure
● Refine and maintain policies, standards and technical processes.
● Create, maintain and improve measurements that enable the organization to
achieve operational SLAs with respect to service performance, availability,
security, risk, and compliance
● Prepare weekly/monthly status reports and management presentations
● End to end responsible for site IT infrastructure Digital security, incident
reporting and security incident remediation management.
● Manage cross functional and vendor relationships associated with areas of
responsibility.
● Develop technical knowledge of each system within the company in order to
understand the technologies and services the IM Support team is responsible for.
● Maintain the end user devices and common infrastructure by ensuring up to date
asset inventory

● Annual Operational Plan (AOP) Management: keeping in mind the forecast and
business needs.
● Manage infrastructure Obsolescence (e-Waste) for front office and back office
assets.
● Responsible for yearly FAR (Fixed asset register) verification annually and as and
when required by auditors.
● Support the following applications and technologies for Digital
○ Operating System: Windows Server management, Windows 10, iOS and
Mac OS
○ Google Workspace application
○ Devices like laptop, tablet, Virtual Desktops, Smartphone and iPad
○ Secured Printing Solutions
○ Meeting Room Support & special event support
○ Server, Storage, Network & WAN Infrastructure- basic support
○ Microsoft Operating System: Windows 10, Mac and iOS
○ Security Endpoint Products and solutions (AV, EDR, Proxy, DLP, VPN)
○ Enterprise Cisco Networking: LAN, WAN, Cisco call manager, DNS and
Wi-Fi Technologies
○ IT Infrastructure Monitoring
○ CCTV Monitoring & Access control - IT Infra & Network Support
● Supporting the following applications and technologies for Training Media
○ Cornerstone (E-learning); My TDS - Training Application
○ Briefing & Debriefing Facility support
○ Flight training & Maintenance training Classroom support
○ Supporting trainees, pilots during course & E-test
○ Ensuring all guidelines are followed as per DGCA established process
○ Ensuring zero non-compliance during audits
● Supporting the following applications and technologies for Business
Applications
○ Finance & Procurement Systems
○ HR Systems
○ Security Systems
○ Legal & Compliance Systems

Qualification
● Technical graduate with 10 to 12 years of strong experience in IT Infrastructure
and Services
● ITIL Foundation Certified

● Preference will be given to candidates having a Project Management and/or
Agile certification.
Essential skills
● Collaborative approach – ability to work well with others and communicating
effectively
● Problem solving strengths – ability to deal effectively with problems, this will
involve understanding technical systems and processes to find solutions.
● Ability to break down processes into simple steps in order to find efficiencies and
improvement to simplify, provide clarity, enhance delivery.
● Good organizational and planning skills, with attention to detail
● Motivated, with a positive (can-do) and enthusiastic attitude
● Good documentation skills, including writing policies and procedures
● Must be flexible in approach to work content and responsibilities
● Must be a self-starter and able to work with a minimum of supervision
● Must be able to manage the tasks and time based on their priority.
● Demonstrates a high level of commitment to end user experience.
This job requires an awareness of any potential compliance risks and a commitment to
act with integrity, as the foundation for the Company’s success, reputation and
sustainable growth.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

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