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IT Operations Lead
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IT Operations Lead – India & USA Operations
India (Primary)
Supports USA business hours as required
Role Summary: The IT Lead is responsible for hands-on leadership of IT operations, ensuring reliable systems, secure access, and high-quality support for users across India and the United States. This role acts as a IT Lead staff and ensures operational excellence across global environments.
Key Responsibilities:
IT Operations & Support:
- Lead daily IT operations for India and US users
- Act on escalation for incidents and outages
- Ensure SLA adherence for incidents, service requests, and changes
- Work on cross-function areas improving IT communications & tools including Intranet, social media, web content aggregation
Infrastructure & Systems:
- Administer and support cloud, on-prem, and hybrid environments.
- Troubleshooting hardware, OS, application, printer and peripheral issues.
- Support Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint)
- Manage servers, backups, patching, and system health
- Support office IT setups, onboarding, inventory management (laptops, servers, IT equipment) and remote workforce tools
Security & Access Management:
- Manage user provisioning, de-provisioning, and role-based access
- Assist in audits, vulnerability remediation, and incident response
- Implement and enforce security controls, endpoint protection, and IAM
End-User Experience:
- Ensure smooth onboarding/offboarding of employees in India and the US
- Support collaboration tools (Microsoft 365, email, conferencing)
- Drive improvements in user experience and support quality
Team & Vendor Coordination:
- Guide IT engineers and service desk staff and work with management effectively.
- Coordinate with vendors, ISPs, cloud providers, and MSPs
- Maintain asset inventory and license tracking
Documentation & Process:
- Maintain SOPs, runbooks, and IT documentation
- Support ITIL processes: incident, problem, and change management
- Standardize tools and configurations across regions
Required Qualifications:
Education:
- Bachelor’s degree in IT, Computer Science, or related field
Experience:
- 5–8+ years in IT operations or infrastructure roles
- Experience supporting US-based users from India
- Proven hands-on troubleshooting and leadership experience
Technical Skills:
- Windows administration
- Microsoft 365, Active Directory, Azure AD / Entra ID
- Cloud platforms (Azure / AWS)
- Networking fundamentals (VPN, firewalls, DNS, DHCP)
- Endpoint & security tools (EDR, MDM, patching)
Soft Skills:
- Strong problem-solving and ownership mindset
- Clear communication with US stakeholders and remote workforce.
- Ability to work across time zones and handle critical incidents
Success Metrics:
- Incident resolution time & SLA compliance
- System availability and stability
- Security compliance readiness
- User satisfaction feedback
Working Model:
- India-based role with scheduled US time-zone overlaps
- On-call support during critical incidents
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