IT Operations Lead

MAQ Software; Dadri; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

MAQ Software is searching for an experienced IT Lead to oversee daily IT infrastructure management and support automated services. Located in Noida, this role involves implementing AI tools and leading support teams to optimize operations and efficiency.

The ideal candidate has 5 to 8 years of experience and a strong background in troubleshooting, network management, and Microsoft environments, contributing to an evolving corporate IT backbone.

Qualifications

• 5 to 8 years of IT Support, Desktop Support, and Infrastructure Maintenance experience.
• Experience with AI tools and basic scripting is preferred.

Responsibilities

• Lead integration of AI chatbots and automated ticketing.
• Oversee performance and uptime of servers and networks.
• Manage IT helpdesk platform and SLAs.

Skills

Troubleshooting

AI adoption

Automation

Microsoft environment

Network management

Education

Bachelors degree in Computer Science, IT, ECE, Electrical Engineering, or related field

Tools

PowerShell

Windows Server

Active Directory

Office 365

Job description

We are looking for a forward-thinking, process-driven IT Lead with 5 to 8 years of proven experience to manage our daily IT infrastructure, automated end-user support services, and system maintenance. In this role, you will hold complete operational ownership of our desktop support, local networking, and ISP partnerships, while actively spearheading AI adoption to automate and optimize IT operations.

You will lead daily team huddles, leverage AI-driven diagnostic tools to delegate tasks based on urgency, and maintain a highly secure, modern Microsoft-based IT ecosystem. The ideal candidate will have strong troubleshooting skills and an active interest in deploying automation, scripts, and AI workflows to eliminate repetitive manual support tasks.

Key Responsibilities

AI Adoption & Support Automation

• AI-Driven Support Workflows: Lead the integration of AI chatbots, automated ticketing routing, and self-service virtual assistants to resolve Tier-1 end-user support queries instantly.
• Predictive Maintenance: Utilize AI monitoring scripts and machine learning logs to predict hardware failures, system performance drops, or network bottlenecks before they affect end-users.
• Smart Ticket Analysis: Implement sentiment analysis and text mining tools on helpdesk data to identify recurring technical bottlenecks and systematically fix the root causes.

End-User Support & SLA Management

• Daily Support Team Leadership: Run daily morning status calls with the IT support team to review open tickets flagged by automated dashboards, identify technical blockers, and assign daily workloads.
• Incident Resolution: Ensure swift troubleshooting of complex employee IT queries (hardware issues, OS crashes, software installation blocks, access permissions) that bypass automated self-service systems.
• SLA & Performance Control: Govern the internal IT helpdesk platform. Monitor Service Level Agreements (SLAs) and drastically reduce Turnaround Times (TAT) using smart automation.

Infrastructure Maintenance & System Availability

• Daily Infra Monitoring: Oversee the day-to-day performance and uptime of physical and virtual servers, local office networks, and end-user laptops/desktops.
• Automated Backup & Disaster Recovery: Take absolute ownership of automated data backups and recovery logs, utilizing automated validation scripts to ensure complete business continuity.
• Asset Management: Track hardware inventory, handle IT onboarding setups for new joiners, and use automated tools to securely wipe/re-image systems during employee exits.

Networking & ISP Governance

• Connectivity Uptime: Act as the main point of contact for ISPs (Internet Service Providers) to ensure high-speed, redundant internet lines with zero dropouts.
• Network Troubleshooting: Monitor routers, switches, and firewalls; isolate and resolve local Wi‑Fi or LAN connection drops instantly.
• Network Security: Maintain firewalls, VPN clients, and access points to prevent unauthorized network entry.

Microsoft Environment & Patch Ownership

• Identity & Access Management: Create, modify, and terminate employee user accounts and security roles via Active Directory and Azure AD / O365, moving toward automated role‑based access control (RBAC).
• Automated Patching: Manage the deployment of systematic Windows security updates, antivirus definitions, and software patches using automated deployment tools across all client machines.

Candidate Profile

• Education: Bachelors degree in Computer Science (CSE), Information Technology (IT), Electronics & Communication (ECE), Electrical Engineering, or a related field.
• Experience: 5 to 8 years of core corporate experience in IT Support, Desktop Support, and Infrastructure Maintenance.

Target Profile

• Automation Mindset: Prior hands‑on experience or strong conceptual understanding of implementing AI tools, basic scripting (PowerShell/Python), or automated workflows to streamline IT helpdesks.
• Tech Stack: Strong working knowledge of Windows Server, Active Directory, Office 365 administration, and basic networking (routers, switches, firewalls).
• Background: Prior experience working within highly structured corporate infrastructure management setups or fast‑paced engineering hubs is preferred.
• Attributes: Clear, direct communication skills, ability to lead team huddles, and high personal integrity when handling enterprise data security.

Job Location

A3, Sector 145, Noida, UP 201 301 (Next to Aqua Metro line)

This is an in‑office role at our Noida campus. While we welcome applicants from across the NCR, the nature of the work requires close collaboration and quick turnarounds. For this reason, candidates based in Noida or Greater Noida are best suited. Commuting from Delhi or Gurgaon is not recommended for this role.

Work Schedule

This is a full‑time, in‑office role based at our Noida campus and follows a 6‑day work week (Monday to Saturday). The role requires regular on‑site presence to effectively support employees, manage workplace concerns, and collaborate closely with business and engineering leaders.