IT MANAGER NETWORK & SERVER

Job Purpose:
The role is responsible for overseeing smooth delivery of IT services across the organization.
This includes managing network and server infrastructure to maintain optimal performance and availability, while providing timely technical support to end-users to resolve issues efficiently.
The role also involves coordinating incident management, implementing preventive maintenance, and leading the IT support team to enhance their skills and responsiveness.
By aligning IT operations with business needs, the manager ensures seamless technology functioning that supports productivity and drives operational excellence.

Key Result Area:
1. Ensure consistent uptime, availability, and performance of business-critical servers, networks, and related infrastructure in line with defined SLAs, resulting in reliable services and measurable customer satisfaction.

2. Oversee timely resolution of network and server-related incidents to minimize downtime and disruption, while ensuring root cause analysis for critical issues to strengthen resilience and prevent recurrence.

3. Manage firewalls, VPNs, and access controls, conduct regular vulnerability assessments, and use proactive monitoring tools to safeguard infrastructure, detect issues early, and maintain secure, optimized operations.

4. Implement and maintain backup, disaster recovery (DR), and business continuity plans (BCP), ensuring redundancy, high availability, and regular testing to protect critical services and enable rapid recovery.

5. Maintain an accurate inventory and lifecycle plan for servers, networks, and related hardware/software, ensuring timely upgrades, replacements, and capacity planning to support business growth and stability.

6. Coordinate with external vendors and OEMs (Cisco, Dell, HP, VMware, Microsoft, etc.) for escalations, support, and issue resolution to ensure reliable infrastructure operations.

7. Lead, mentor, and develop the network & server team by fostering technical expertise, continuous learning, and a culture of performance excellence to ensure a highly capable and motivated workforce.

8. Generate regular reports on infrastructure performance, including uptime statistics, usage metrics, incident trends, and capacity forecasts, providing actionable insights to IT leadership for data-driven decisions.

Education Qualification:
a) Bachelor*s degree in engineering / technology or equivalent qualification in Computer Science

b) ITIL 4 Managing Professional or ITIL 4 Strategic Leader (Advanced) is a must

Work Experience:
a) Minimum 7 years of experience in IT Network & Server, service management, or IT operations with 3 years of experience managing IT support teams or service desks.

b) Proven experience in implementing ITIL best practices.

c) Experience in selection & managing multi-vendor environments and vendor relationships.

Skills:
a) Should have excellent communication skills.

b) Strong interpersonal and problem-solving skills.

c) Ability to work effectively with staff across levels in a diverse environment.

d) Proficiency in IT Service Management tools (e.g., ServiceNow, ManageEngine, Jira Service Management)

e) Knowledge of remote support tools, monitoring tools, and ticketing systems.

f) Understanding of cybersecurity principles and data privacy regulations.

g) Expertise in ITIL framework and managing end-to-end IT service lifecycle (Incident, Problem, Change, and Request Management).

h) Proficient in managing Windows, Linux, and macOS environments.