IT Manager _ L2 Support & IT Operations

Xpheno Private Limited; Karnataka; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Xpheno Private Limited in India is seeking an experienced IT Manager to oversee IT operations, infrastructure, L1/L2 support, and service delivery. The role requires strong expertise in IT security, vendor management, and team leadership.

You will manage IT infrastructure (servers, networks, VPN, firewalls), administer Microsoft 365 and Azure AD, ensure SLA adherence, drive ITSM processes, and continuous improvement across the IT function.

Qualifications

• 10+ years of experience in IT operations, infrastructure, or technical support.
• Minimum 12 years of team-leading or managerial experience.
• Hands-on experience managing L1/L2 support teams and IT infrastructure.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
• Strong understanding of networking, cloud platforms, IT security, and ITIL processes.
• Excellent communication, vendor management, and problem-solving skills.

Responsibilities

• Manage day-to-day IT operations and escalated L2 technical issues.
• Lead and manage L1/L2 helpdesk and support teams.
• Ensure SLA adherence, incident management, problem management, and service delivery.
• Manage IT infrastructure, including servers, networks, firewalls, VPN, and Wi-Fi.
• Administer Microsoft 365, Google Workspace, Active Directory, and Azure AD.
• Oversee endpoint management, backups, disaster recovery, and system uptime.
• Implement IT security policies, access controls, patch management, and compliance standards.
• Manage IT vendors, AMC contracts, procurement, licensing, and renewals.
• Maintain IT asset inventory, budgets, and infrastructure documentation.
• Prepare MIS reports, SLA reports, and IT performance dashboards.
• Develop SOPs and drive continuous improvement in IT support operations.

Skills

IT Operations Management

IT Infrastructure Management

L1/L2 Technical Support

IT Service Management

Microsoft 365 / Office 365

Active Directory / Azure AD

Network Administration

Firewall, VPN, LAN/WAN

Windows / Linux Administration

AWS / Azure / Cloud Infrastructure

ITIL Framework

Incident & Problem Management

IT Asset & Vendor Management

Cybersecurity & IT Compliance

Team Management & Stakeholder Mgmt

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Job Summary:

We are looking for an experienced IT Manager to manage IT operations, infrastructure, L1/L2 technical support, and service delivery. The ideal candidate should have strong expertise in IT infrastructure, network administration, system management, IT security, vendor management, and team leadership.

Key Responsibilities:

• Manage day-to-day IT operations and escalated L2 technical issues.
• Lead and manage L1/L2 helpdesk and support teams.
• Ensure SLA adherence, incident management, problem management, and service delivery.
• Manage IT infrastructure, including servers, networks, firewalls, VPN, and Wi-Fi.
• Administer Microsoft 365, Google Workspace, Active Directory, and Azure AD.
• Oversee endpoint management, backups, disaster recovery, and system uptime.
• Implement IT security policies, access controls, patch management, and compliance standards.
• Manage IT vendors, AMC contracts, procurement, licensing, and renewals.
• Maintain IT asset inventory, budgets, and infrastructure documentation.
• Prepare MIS reports, SLA reports, and IT performance dashboards.
• Develop SOPs and drive continuous improvement in IT support operations.

Required Skills:

• IT Operations Management
• IT Infrastructure Management
• L1/L2 Technical Support
• IT Service Management (ITSM)
• Microsoft 365 / Office 365
• Active Directory / Azure AD
• Network Administration
• Firewall, VPN, LAN/WAN
• Windows / Linux Administration
• AWS / Azure / Cloud Infrastructure
• ITIL Framework
• Incident & Problem Management
• IT Asset & Vendor Management
• Cybersecurity & IT Compliance
• Team Management & Stakeholder Management

Desired Candidate Profile:

• 10+ years of experience in IT operations, infrastructure, or technical support.
• Minimum 12 years of team-leading or managerial experience.
• Hands-on experience managing L1/L2 support teams and IT infrastructure.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
• Strong understanding of networking, cloud platforms, IT security, and ITIL processes.
• Excellent communication, vendor management, and problem-solving skills.

Preferred Certifications:

ITIL Foundation, CCNA, Microsoft, AWS, or CompTIA certifications.