Manager IT Operations

Role & responsibilities:

As the Manager IT Operations, I am responsible for leading, overseeing, and ensuring seamless IT operations at The Aga Khan Academy Hyderabad. This includes creating sustainable ICT infrastructure, implementing approved systems, and providing strategic and technical leadership. Additionally, I provide support to other AKS ICT operations as needed.

My role extends beyond technical management to include advisory and consulting to align IT services with organizational objectives. I oversee the team of professionals who handle various IT functions. While they may perform different tasks, I am accountable for ensuring smooth ICT operations. If my team is unable to resolve an issue, I intervene directly, escalating further when required.

1.

IT Operations & Infrastructure Management

• Microsoft Azure/Office 365 Primary interface for all Microsoft accounts, mailbox audits, data management, security parameters, and service health monitoring.
• Server & Network Management Oversee core, distribution, and access layer network switches, EPABX lines, including both core IT data and IBMS, fibre infrastructure, Wi-Fi controllers, CCTV servers, and passive fibre network across the 100-acre campus.
• Desktop & End-User Support Manage hardware and software support, including desktops, laptops, iPads, printers.
• Security & Compliance Manage firewall configuration, Active Directory access control, and implement necessary security updates.

IT Service Delivery & Issue Resolution

• Oversee team performance in resolving incidents efficiently; intervene when necessary.
• Manage IT procurement, vendor coordination, and contract renewals, including domain hosting, software licenses, firewall subscriptions, and internet connectivity (ISPs).

IT Applications & Systems Management

• Oversee and maintain enterprise applications such as FIS TST, Tally, Payroll, FAMS, Office 365 Global Label, Manage Engine, Biometric, ID Card Printer, Endpoint, and Bulk SMS Systems.
• Manage AKAHYD.org, Gmail services, print servers, Extreme IQ, NMS, local servers, and backups.

Strategic IT Initiatives & Technology Enhancements

• Support FIS Global Team with security matrix, user roles, biometric solutions, and ID card printing.
• Drive technology enhancements and IT budget planning with stakeholders.
• Engage with leadership, faculty, and students to implement IT solutions aligned with institutional goals.

Regional & Global IT Coordination

• Provide support beyond local operations to other academies as required.
• Coordinate with Regional and Global IT Teams for IT policy implementation and alignment.

Team Leadership & Knowledge Management

• Manage and mentor the ICT team, ensuring their skills and knowledge remain current.
• Conduct training sessions to enhance team capabilities.

2.

Desktop Support (Admin Building, Nursery, Junior, and Senior Schools)

• Devices: Desktops | Laptops | iPads | Printers
• Hardware & Software Issues: MS Office, Finance Applications, Antivirus Clients
• Security & Connectivity Issues: Wi-Fi Access Points, Shared Network Resources, Internet & Network Connectivity, EPABX Issues

Audio / Video Support and Events

• Classroom & Event Support: Audio/Video for classrooms and daily events
• Equipment: Speakers, Microphones, Projectors, Mixers, Amplifiers, Video Conferencing

Network & Server Management

• Network Infrastructure Maintenance & Renewals
• Core, Distribution and Access Layer Network Switches
• ISP Lines (IBW)
• Fiber Passive Lines
• Wi-Fi Controller
• CCTV Servers

Enterprise Applications & Security

• Applications: FIS | Tally | Payroll | FAMS | MS Teams | MS Visio | MS Project
• Security & Networking: Firewall (Configuration, Maintenance, Renewals), EPABX, Office 365 Support
• IT Infrastructure: Print Server, Bulk SMS, NMS (Configuration, Maintenance), Backup Servers, Active Directory

AMC & Renewals

• Domain WEP Hosting Subscription & Renewal
• Helpdesk Management Software Subscription & Renewal
• Juniper & Extreme Switches Subscription & Renewal
• EPABX Subscription & Renewal
• Tally ERP AMC & License Renewal
• FAMS, Payroll, eScan/CrowdStrike License Renewals

IT Procurement & Billing

• Internet Billing: TATA, Pioneer
• Airtel (CUG) Monthly Billing
• Telephone Billing: TATA
• Canon Printer Monthly Billing

Key Skills & Competencies

• IT Operations Management
• Infrastructure & Network Administration
• Security & Compliance
• Vendor & Procurement Management
• Cloud & On-Premise Solutions
• Team Leadership & Mentoring

IT Service Desk

• Oversee all IT service desk activities at Hyderabad Academy.
• Respond to escalated IT service requests.
• All levels to help resolve IT related issues and provides answers and solutions in a timely manner on Hyderabad academy.

Preferred candidate profile:

Qualification:

Experience:

• Overall 16+ years of IT experience, with 10 years of proven experience of managing IT function and teams.
• Extensive technical knowledge and vast experience of managing technology infrastructure, large-scale academic and enterprise information systems and software solutions.
• Familiarity and exposure to the field of education and educational technology, knowledge and experience of planning, designing and implementing education technologies.
• Exposure to data analytics tools is preferred.
• Good knowledge of industry best practices, quality standards in IT and data protection regulations like GDPR, etc.
• Excellent planning, organizational, and management skills.