Executive - IT Operations-PPM

Joinimagine; Coimbatore District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Medical cover

Global exposure

Structured learning

Great Place to Work culture

Job summary

Blue Dart Express Limited is seeking an Executive - IT Operations to ensure availability, stability, and day-to-day support of IT infrastructure across regional locations. You will coordinate IT support activities, manage vendor service delivery, and resolve hardware, software, and network issues with a focus on minimal business disruption.

Reporting to the Manager - IT, this role collaborates with Operations, Customer Service, Commercial, HR and Corporate IT to deliver first and second-level

Qualifications

• Bachelor's degree in IT/CS or a related discipline is mandatory.
• Recognized certifications such as Microsoft, Cisco, ITIL or CompTIA are advantageous.
• 3–6 years of IT infrastructure and regional operations experience.
• Experience coordinating multi-location IT services and vendor SLAs.
• Exposure to IT asset management and incident management processes.

Responsibilities

• Provide day-to-day IT support across regional locations to ensure high system availability.
• Coordinate hardware, software, network, and system issue resolutions.
• Ensure on-site IT support for critical issues when remote resolution isn't feasible.
• Manage IT incidents from logging to resolution within defined SLAs.
• Support asset management, vendor coordination, and IT governance across regions.
• Assist in IT readiness for new sites and expansions.

Skills

IT Infrastructure

End User Support

Hardware Support

Network Troubleshooting

Incident Management

IT Asset Management

Vendor & SLA Management

Active Directory

IT Security

Office Suite

Education

Bachelor's Degree in Information Technology, Computer Science or related field

Tools

Microsoft

Cisco

ITIL

CompTIA

Job description

Job Title

Executive - IT operations

Function

Information Technology

Reports To

Manager - IT

Location

Regional Office

Travel Required

25% 50% 75%

About Blue Dart Express India

Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004. Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder. We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour. If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview

The Executive – IT is responsible for ensuring the availability, stability and day-to-day support of IT infrastructure and end-user systems across operational and administrative locations within the assigned region. The role coordinates IT support activities, manages vendor service delivery, resolves infrastructure issues and ensures minimal disruption to business operations.

Working closely with Operations, Customer Service, Commercial, HR and Corporate IT teams, the role provides first and second-level support for IT infrastructure, end-user computing, hardware, software and network-related issues while ensuring adherence to service levels, IT standards and information security requirements.

Job Purpose

To provide reliable, responsive and efficient IT support across the assigned region by ensuring timely resolution of technology issues, effective vendor coordination, high system availability and uninterrupted business operations through proactive infrastructure support and adherence to IT governance standards.

Key Roles & Responsibilities

Regional IT Operations Support

• Provide day-to-day IT support across all operational and administrative locations within the assigned region, ensuring high system availability and minimal business disruption.
• Coordinate resolution of hardware, software, network and system-related issues impacting business operations.
• Ensure operational locations receive timely IT support in accordance with defined service levels.
• Provide on-site support for critical IT issues where remote resolution is not feasible.
• Support regional IT readiness for new branch openings, relocations, expansions and operational infrastructure changes.

Incident & Service Request Management

• Manage IT incidents and service requests from logging through resolution, ensuring adherence to defined Service Level Agreements (SLAs).
• Prioritise and coordinate resolution of business-critical incidents impacting operational continuity.
• Perform first-level troubleshooting and coordinate with specialised support teams for second and third-level issues.
• Track recurring incidents, identify root causes and recommend preventive actions.
• Maintain accurate incident documentation, escalation records and service request updates.

End User Computing & Infrastructure Support

• Support end-user devices including desktops, laptops, printers, handheld devices, scanners and other operational IT equipment.
• Coordinate installation, configuration and maintenance of approved hardware, software and peripheral devices.
• Ensure timely provisioning and replacement of IT equipment for employees and operational locations.
• Support connectivity, user access, system availability and peripheral device functionality across the region.
• Coordinate preventive maintenance activities to maximise infrastructure reliability and equipment uptime.

Vendor Management & Service Delivery

• Coordinate and monitor regional IT support vendors to ensure timely and effective service delivery.
• Track vendor performance against agreed SLAs and elevate service gaps where required.
• Validate completion of vendor activities and ensure quality of work performed.
• Coordinate warranty repairs, Annual Maintenance Contracts (AMCs) and third-party support activities.
• Build effective working relationships with vendor partners to ensure uninterrupted IT support across the region.

IT Asset & Inventory Management

• Maintain accurate records of regional IT assets including desktops, laptops, printers, scanners, handheld devices and networking equipment.
• Coordinate asset allocation, movement, replacement and disposal in accordance with organisational policies.
• Support periodic IT asset verification and inventory audits.
• Ensure software licensing, asset tagging and documentation remain accurate and up to date.
• Monitor asset lifecycle and recommend timely replacement of ageing or obsolete equipment.

Business Continuity & Operational Readiness

• Support business continuity by ensuring IT systems remain operational across all regional locations.
• Coordinate IT readiness for new operational sites, office relocations and infrastructure expansion projects.
• Participate in disaster recovery activities, system recovery testing and operational contingency planning where applicable.
• Ensure critical operational systems supporting logistics and customer service remain available with minimal downtime.
• Provide IT support during peak business periods and critical operational events to ensure uninterrupted business operations.

Information Security & IT Governance

• Ensure compliance with organisational IT policies, information security standards and regulatory requirements across all regional locations.
• Support implementation of IT security controls, endpoint protection, user access management and system compliance initiatives.
• Coordinate timely installation of software updates, security patches and antivirus definitions in collaboration with Corporate IT and support vendors.
• Report IT security incidents, system vulnerabilities and policy deviations, ensuring timely corrective actions.
• Promote awareness of information security best practices among regional users.

Cross-functional Stakeholder Support

• Partner with Operations, Customer Service, Commercial, Finance, HR and other business functions to understand IT support requirements and ensure timely service delivery.
• Coordinate with Corporate IT teams for system upgrades, application deployments, infrastructure enhancements and enterprise-wide IT initiatives.
• Provide IT support for new branch openings, relocations, office expansions and operational infrastructure changes.
• Assist business users during rollout of new applications, hardware and technology solutions.
• Maintain effective communication with stakeholders regarding incident status, planned maintenance and system availability.

Continuous Improvement

• Identify recurring IT issues and recommend process improvements to enhance service quality and operational efficiency.
• Support implementation of new technologies, automation initiatives and digital solutions that improve business productivity.
• Recommend improvements to IT support processes, knowledge documentation and service delivery standards.
• Contribute to regional IT projects and continuous improvement initiatives.
• Foster a culture of customer service, collaboration, accountability, innovation and continuous learning.

Qualifications & Experience

Education

• Bachelor's Degree in Information Technology, Computer Science, Electronics, Computer Engineering or a related discipline is mandatory.
• Relevant technical certifications such as Microsoft, Cisco, ITIL, CompTIA or equivalent will be an added advantage.

Experience

• 3–6 years of experience in IT Infrastructure Support, End User Computing, Desktop Support or Regional IT Operations.
• Experience supporting multi-location business operations within a regional environment.
• Strong experience in hardware troubleshooting, operating systems, user support and IT infrastructure coordination.
• Experience coordinating with outsourced IT support vendors and monitoring service delivery against agreed SLAs.
• Exposure to IT asset management, incident management, user access administration and IT support processes.
• Experience supporting logistics, transportation, warehousing, manufacturing, retail or other multi-site organisations will be preferred.

Skills & Capabilities

Technical Skills

• IT Infrastructure & End User Support
• Hardware & Peripheral Device Support
• Windows Operating Systems & Microsoft Office
• Basic Network Troubleshooting
• IT Incident & Service Request Management
• IT Asset & Inventory Management
• Vendor & SLA Management
• Active Directory & User Access Management (preferred)
• IT Security & Endpoint Compliance
• Microsoft Office Suite and IT Service Management (ITSM) tools

Key Competencies

• Customer Centricity
• Service Orientation
• Communication Skills
• Problem Solving & Analytical Thinking
• Planning & Coordination
• Stakeholder Management
• Teamwork & Collaboration
• Accountability & Ownership
• Adaptability & Learning Agility
• Integrity & Professionalism
• Continuous Improvement Mindset

Key Performance Indicators

• IT Service Delivery: Incident resolution within SLA, Service Request Closure TAT, System Availability
• End User Support: User Satisfaction, First-Time Resolution Rate, Reduction in Repeat Incidents
• Vendor Performance: Vendor SLA Compliance, Timely Escalation & Resolution, Quality of Service Delivery
• IT Asset Management: Asset Accuracy, Inventory Compliance, Timely Asset Deployment & Recovery
• Infrastructure Support: Hardware Uptime, Preventive Maintenance Completion, Regional IT Readiness
• Information Security: Compliance with IT Policies, Patch & Antivirus Compliance, Security Incident Resolution
• Business Support: IT Readiness for New Sites, Business Continuity Support, Stakeholder Satisfaction
• Continuous Improvement: Process Improvements Implemented, Reduction in Recurring Incidents, Contribution to IT Projects

Why join DHL Blue Dart?

When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.

Here’s what makes us stand out:

• Great Place to Work® Certified — a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
• Competitive pay and performance-linked rewards that truly recognize your impact.
• Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.
• Best-in-class benefits — from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
• A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter.
• Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
• The pride of working with India’s most awarded logistics brand, trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us.