The Lead Manager of IT Operations will be responsible for driving innovation and efficiency within IT operations. This role requires a strong leader with expertise in leveraging GenAI for automating IT processes, such as employee onboarding and offboarding, proactive healing of IT issues and other IT support functions. The successful candidate will focus on streamlining operations, reducing manual efforts, and enhancing productivity across IT teams. Additionally, they will mentor and lead a cross-functional IT team across multiple locations, ensuring the seamless operation of IT systems and services.
As an Lead IT Operation Manager at Zycus you would:
Leadership & Team Management: Lead and mentor a global team of 10+ IT professionals across Mumbai, Bangalore, and Pune, ensuring 24/7 IT support and optimal service delivery. Foster a culture of continuous learning and innovation within the IT operations team, with a focus on the adoption of GenAI technologies and automation to reduce manual effort and improve team efficiency. Establish clear performance metrics for the team and oversee the implementation of development plans to enhance their skills and capabilities.
Automation & Process Optimization: Drive automation of IT processes, including employee onboarding/offboarding, incident resolution, and repetitive IT support tasks using GenAI and other automation technologies. Analyze current IT support processes, identify areas for improvement, and implement automated solutions that result in effort reduction and operational efficiency. Continuously evaluate and implement new technologies to enhance productivity, reduce manual processes, and optimize the IT team’s output.Technical Operations: Oversee Office 365 L3 Administration, network management, endpoint security (AV, DLP, OS hardening), and asset management for desktops, laptops, VDI, and Wi-Fi systems. Serve as the L3 escalation point for critical incidents and complex issues, ensuring swift resolution and root cause analysis. Manage service requests, incidents, and problems through the ticketing portal, ensuring timely escalation and communication to internal stakeholders. Manage and improve systems for asset tracking, procurement of IT assets, and software license management.Collaboration & Strategic Alignment: Collaborate with other IT leaders and departments to define business requirements and implement technical solutions that align with organizational goals. Ensure that all IT security measures and recommendations from the InfoSec team are effectively implemented and managed. Manage vendor relationships, ensuring that all service levels are met and maintained, and support the negotiation of contracts for IT services and hardware procurement.Reporting & Compliance: Provide comprehensive reporting on IT operations metrics, including system uptime, incident resolution times, and automation performance. Maintain detailed IT documentation and support compliance with internal and external audits, ensuring adherence to industry regulations and organizational policies.Budget & Financial Management: Assist in IT budget planning (Capex/Opex), providing inputs related to technology investments and operational cost efficiency. Track and manage IT expenditures, ensuring alignment with budgetary goals.