Apex IT - IT Manager - Network & Support Operations (9-14 yrs)

Job Title : IT Manager

Reports to : Vice President - Information Technology & Security

Work Location/Travel : Bangalore - onsite

Job Summary :

Infra Ops Management :

- Manage IT Ops Vendors and hardware Vendors for delivering M365 L1 Support, Network (Internet Leased Line, Firewall, Apps gateway, IDS, IPS) and Onsite desktop support.

- Manage IT Network Ops vendors including L0 and L1 support.

- Handle escalation L2/L3 support including developing policies and qualifying exceptions etc. for IIC and US teams.

- Manage escalation of hardware Issues with OEM vendors like Dell and HP, ensuring they deliver as per SLAs.

- Built and develop L0/L1 support (including availability, monitoring and change management activities)

- Architect and manage Infra programs, support technology requirements for delivery projects

- Own security reviews, vendor security questionnaires, and responses to support Presales

- Security management and administration of M365, Cloudflare, Proofpoint, N-Able, Fortinet alerts

- Development support queries on Application installation and client connectivity issues

- Design and implementation of policies on the Apps managed by IT.

- Monthly reports and exception management

- Hardware and software procurement and license management including development requirements on a needy basis.

- Supports ISO 27001 activities and development of new policies, evidence gathering, and addressing gaps.

- Readiness for New security compliances Fed Ramp etc., and other compliance required by our customers PCI-DSS. Assisting the development teams in adopting these during application deployment.

Nable Patch Management Review

Bitdefender :

- Review Dashboards and follow up on exceptions.

- Review Assets registered and ensuring time and again stale assets are removed.

- Extract and configure customized reports as required.

- Review Bitdefender automated reports for exceptions

- Address escalated issues that cannot be resolved by IT Tech

- Liaise with All covered for resolution.

- Audit reviews for Users and devices

AZURE AD :

- Risky User Investigation

- Conditional access policies review and troubleshooting

- MFA configuration and Troubleshooting

- Secure score recommendations

- AZURE AD policies troubleshooting and investigations.

- AZURE AD Access Reviews and Cleanup

- AZURE AD Admin Audit logs review

- Self-service password reset flow activity progress.

- Reset password (self-service)

- Update Sts Refresh Token Valid from Timestamp

- Reset user password.

- Update user

- Add app role assignment grant to user When an Enterprise Application is assigned to a user.

- Add delegated permission grant.

- Change password (self-service)

- Change user password

- Security info saved for self-service password reset.

- User completed security info registration for self-service password reset.

- User started security info registration for self-service password reset.

- Add service principal.

- Add application.

- Delete application.

- Remove service principal.

- Update service principal

- Update application Certificates and secrets management

- Update application

- Add and remove the owner from application.

- Create an application password for the user.

Redmine :

- Access Reviews

- Backup Reviews

- Software updates

- Assist team with queries on Vulnerability Analysis

- Gather evidence required for ISO 27001

- Escalated Issues on Redmine

- Address Backup Issues

- Prepare and coordinate DR and BCP

- Ad hoc requests from Dev teams and PMO

FortiGate and Network :

- Design as per compliance requirements say FedRAMP, PCI-DSS

- Vendor Liaison (basically L1) on exceptions like IDS, IPS, VPN, Firewall Issues

- Manage change and problem management activities.

- Review monthly reports and exceptions.

- Root cause analysis and remediations

- SLA reports and corrective actions

- Policy design and address VPN compliance

- Handle Escalated Issues on the Network - VPN, IDS, IPS,

- Security Violations and investigations regarding access to customers and/or impersonation etc.

M365, Intune :

- Import and register new laptops during onboarding.

- Support on shore team for Onboarding Issues

- Review Assets registered in Intune, and generate asset reports, compare these with asset files.

- Escalated support on Intune Issues and follow up with vendor and Microsoft.

- Escalated support on Non-Delivery of Apps during deployment

- Registering BYOD devices

- Validating policies and resolving issues that users face due to policy failures.

- Create and troubleshoot policies.

Exchange Online :

- Review Quarantined email and release as appropriate reactively as alerted by Users.

- Escalate issues of non-delivery reports and/or any emails quarantined or not delivered to users.

- Review and clear blocked messages from EOL

- Create and troubleshoot policies.

Teams :

- Troubleshoot team issues Jitter, call drops, high utilization.

- Review usage reports and dashboards for exceptions

- Review and investigate Teams logs for security issues.

- Change ownership of Team files as required by Managers or new owners.

- Resolve file-sharing queries and best practices for sharing files.

Procurement

- Vendor Management

- Review and monitor SLA with HP, Dell, and hardware Partners

- Address escalations due to delays in service

- Address clarifications on warranty claims

- Procure New hardware or upgrade as required - Memory, SSD etc.,

- Co-ordinate with Insurance firms and support Admin teams

- Hardware Planning as per business needs

- Review and procure software requirements.

- Review asset inventory and ensure asset register is updated.

- Assist onshore with laptop hardware procurement and configurations for 3-year support.

- Warranty renewal and Maintenance contracts

Competency (Knowledge, Skills, and Abilities) :

- At least 10 years of experience in working in a fast-paced IT team.

- Responsible for delivery of end-to-end IT requirements for internal stake holders

- Should have experience of managing internal and external resources working to deliver IT services.

- Should have hands on experience in managing vendors, negotiating deliverables and keeping costs within pre-determined budgets.

Position Type and expected hours of work : Full Time/Permanent and 40 hours per week.

Required Education and Experience : bachelors degree or equivalent professional experience.

Other Duties :

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.