Team Lead - IT Infrastructure

Key Responsibilities:

1. IT Operations & Infrastructure

• Manage day-to-day IT operations, including networks, servers, storage, and end-user systems.
• Networking (LAN & WAN) – Meraki MX, Meraki core and access switches configuration and support
• APs installation, configuration support and performance monitoring
• Server support ( cloud and on-premise)
• VMware support/ ESXi Servers administration
• Call manager support
• Ensure high availability, performance, and reliability of IT infrastructure.
• Maintain data backup, recovery, and disaster recovery plans.

2. Team Management

• Lead, mentor, and manage the IT team.
• Allocate tasks, set performance goals, and conduct regular reviews.

3. IT Infra Compliance

• Implement and monitor IT security measures to protect company data.
• Ensure compliance with IT policies, standards, and data protection regulations (e.g., ISO 27001).
• Conduct awareness trainings
• Conduct regular vulnerability assessments and respond to incidents.

4. Vendor & Asset Management

• Manage vendor relationships and IT procurement.
• Maintain inventory of hardware, software, and licenses.
• Negotiate contracts, renewals, and support agreements.

5. Support & User Enablement

• Provide escalation support for complex IT issues
• Ensure IT support services meet business expectations through SLAs.
• Enable and support remote/hybrid work environments.

6. Project & Change Management

• Lead IT projects (infrastructure upgrades, system migrations, etc.).
• Collaborate with stakeholders to plan and implement new technologies.
• Evaluate and adopt innovative solutions that drive efficiency.

7. Network & Infrastructure Operations

• Lease Line Management
  • Monitor performance, uptime, and bandwidth utilization.
  • Coordinate with SLS NOC team for link switching and outage resolution.
  • Ensure timely billing verification and tracking for lease lines.
• Router Management
  • Provide local hardware support and maintenance.
  • Collaborate with the Network Admin team for configuration and troubleshooting.
• Core Switch Support
  • Manage physical monitoring, fiber cabling, and hardware support in network and server rooms.
• Access Switches
  • Support hardware maintenance, switch stacking, patching, and port inventory management.
• Terminal and WAS Servers
  • Provide operational support for Terminal Servers.
  • Maintain WAS servers used for internet load balancing.
• LAN & WAN Support
  • Ensure seamless local area network operations.
  • Manage Wi-Fi routers, access control for users, and connectivity troubleshooting.
• Load Balancer Management
  • Monitor and manage load balancing devices to ensure high availability and optimized network performance.
• Print Server Management
  • Administer print servers to ensure uninterrupted access and printer availability.
• Networking Devices Inventory
  • Maintain updated inventory records for all routers, switches, access points, and related infrastructure equipment.
• Coordination with TLS Support
  • Collaborate with TLS team for configuration updates and resolution of critical issues.

8. VDI Administration & Support

Admin Console Management

• Maintain and monitor the VDI admin console for smooth operational performance.
• Perform routine checks and apply necessary configuration changes.

• VDI Pool Management

• Manage VM lifecycle: provisioning, addition, deletion, and maintenance.
• Handle application installation/migration in test and production environments.
• Test applications before deployment in production pools.

• User Session and Profile Management

• Monitor and manage user sessions for optimal performance.
• Recreate and configure user VDI profiles as needed.

• Event & Performance Monitoring

• Track VM events and logs to identify potential issues.
• Support and resolve slowness and performance-related problems in VDI.

•  Login & Application Support

• Troubleshoot login failures and authentication issues.
• Provide application-level support for tools such as SAP GUI, Microsoft Office (Outlook, Excel, PowerPoint), ABBYY, PDF tools, ICAT, and web-based applications (up to login level).

• Proxy and Internet Management

• Administer proxy settings for internet access restrictions.
• Customize proxy rules for seamless application access within VDI.

• Collaboration and Coordination

• Work closely with TLS and SLS VDI support teams for escalated issues, deployments, and configurations.

9. IT Infrastructure & Endpoint Management Responsibilities

Laptop & Endpoint Administration

• Manage laptop inventory and configurations.
• Administer R5 domain and related policies.
• Handle software installation/uninstallation using SCCM.
• Add MAC addresses in SCCM for OS installation.
• Create SCCM driver packages and deployment templates.
• Perform OS deployment and re-deployment using PXE boot and boot sequence configuration.

• Group Policy & Windows Environment

• Customize and manage Group Policies (GPO) as per business needs.
  • (e.g., screen lock and wallpaper policies).

• Network Services Management

• DHCP Server Support:
• Assign and manage IP addresses (e.g., for MGBS).
• DNS Server Support:
• Configure static IPs for critical tools and services.

• Active Directory (AD) Management

• Create and manage:
• Shared mailboxes
• Distribution Lists (DLs)
• Security Groups
• Manage user account configurations for SSO access.
• Shared folder creation, permission management, and ownership assignment.
• Handle user access and internet restriction/permission policies.

• End-User Software & Application Support

• Provide end-to-end support for Microsoft Office products including:
• Installation, configuration, and troubleshooting of Outlook, Teams, Excel, PowerPoint, etc.
• Perform laptop installation and configure user profiles, system drives, and required applications.
• SAP software installations and login page access.
• MSI, MSLS, ICAT tools and related SQL database installations.
• Anaconda and Python environments.
• BI software (Business Intelligence tools).
• Offer support for web-based applications up to the login stage.

11. Telephony & Video Conferencing (VC) Support

• Monitor and manage Cisco Call Manager (Publisher and Subscriber servers).
• Maintain and monitor PRI lines for telephony connectivity.
• Configure and troubleshoot IP phones and related hardware/software issues.
• Manage Call Manager versions, including patching and version control.
• Administer extension numbers: assignment, deletion, and transfer.
• Configure and troubleshoot Video Conferencing (VC) systems.
• Coordinate and support VC reservations and issue resolution.

12. Tool knowledge

• RAT
• SCCM
• Firewall tool
• Meraki Dashboard
• Azure AD admin console
• Intune admin console
• Jira
• VDI admin console
• DHCP Infoblox
• Polaris
• SRM
• BitSight
• Configuration management remote console tool
• AD tool
• LAPS UI