Manager, IT Infrastructure & Operations

Zoho; Bengaluru; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

TazaPay is seeking a Senior Manager, IT Infrastructure to lead enterprise infrastructure operations and workplace technology across global locations. This role ensures design, stability, scalability, and continuous improvement of services supporting end users, office environments, enterprise networking, and core business operations.

The ideal candidate will drive day-to-day operations, incident and problem management, and strategic partnerships with Security, DevOps, Cloud Engineering, and

Qualifications

• 12+ years of experience in IT infrastructure, systems engineering, or IT operations.
• Strong hands-on experience across server, storage, virtualization, network, identity, and endpoint technologies.
• Hands-on experience managing Google Workspace and enterprise workplace services across multiple office locations and geographies.
• Experience with incident, problem, change, and release management (ITIL-aligned).
• Strong understanding of capacity planning, monitoring, disaster recovery, business continuity, and infrastructure security.
• Proven experience managing cross-functional stakeholders, executive communication, and vendor relationships.
• Experience with cloud and hybrid infrastructure environments (AWS, Azure, or GCP).

Responsibilities

• Lead and scale a high-performing IT infrastructure team responsible for end-user support, server and storage management, networking, identity and access, virtualization, workplace systems, and GWS services.
• Own day-to-day operations, incident management, escalation handling, and service restoration for critical infrastructure services.
• Define on-call rotations, escalation runbooks, and after-hours incident response protocols to ensure 24/7 operational readiness.
• Build, mentor, and retain a team of infrastructure engineers and support staff, fostering a culture of accountability, continuous learning, and operational excellence.
• Define, communicate, and execute a multi-year infrastructure roadmap aligned to business growth, workplace evolution, and technology modernization goals.
• Champion infrastructure modernization through automation, tooling standardization, and process optimization to improve operational efficiency and reduce toil.
• Own technology lifecycle management including EOL/EOS hardware and software tracking, refresh cycles, and deprecation roadmaps.
• Drive Infrastructure-as-Code (IaC) adoption and automation governance in partnership with DevOps and Cloud Engineering teams.

Job description

TazaPay is a trade management platform for small- and medium-sized businesses (SMBs) to conduct cross-border commerce safely.

It will bring together the best technologies and financial services that are only available to the large companies today and make them accessible to the SMBs.

We are trying to address the unmet needs of millions of exporters and importers who not have access to the essential tools for doing cross-border trade such as trade protections via escrow, currency hedging and finance

Lack of trust is one of the biggest inhibitors for B2B cross border business. Buyers and sellers tend to work only with known and trusted parties thereby limiting their business opportunities. Our platform will enable access to various services for doing cross-border trade safely - such as counterparty risk assessment, trade assurance and trade protections via escrow

Our goal is to enhance trust in the trade process so that SMBs feel confident about doing more business with overseas counterparties

Our platform is cloud-based and easy to use. Our mobile and web apps simplify and digitalize every step of the process. Using our cloud-based platform, the SMBs can do more business with trusted parties in a trusted and convenient manner.

Job Description

Manager, IT Infrastructure & Operations

Reporting To: CISO

Job Summary

We are seeking a Senior Manager, IT Infrastructure to lead enterprise infrastructure operations and workplace technology support across global locations. This role is accountable for the design, stability, scalability, and continuous improvement of infrastructure services supporting end users, office environments, enterprise networking, and core business operations.

The ideal candidate will drive day-to-day operational excellence, incident and problem management, and strategic cross-functional partnerships with Security, DevOps, Cloud Engineering, and Application teams to ensure resilient, secure, and scalable services — with deep expertise in Google Workplace Space

Key Responsibilities

Team Leadership & Operations

Lead and scale a high-performing IT infrastructure team responsible for end-user support, server and storage management, networking, identity and access, virtualization, workplace systems, and GWS services.

Own day-to-day operations, incident management, escalation handling, and service restoration for critical infrastructure services.

Define on-call rotations, escalation runbooks, and after-hours incident response protocols to ensure 24/7 operational readiness.

Build, mentor, and retain a team of infrastructure engineers and support staff, fostering a culture of accountability, continuous learning, and operational excellence.

Define, communicate, and execute a multi-year infrastructure roadmap aligned to business growth, workplace evolution, and technology modernization goals.

Champion infrastructure modernization through automation, tooling standardization, and process optimization to improve operational efficiency and reduce toil.

Own technology lifecycle management including EOL/EOS hardware and software tracking, refresh cycles, and deprecation roadmaps.

Drive Infrastructure-as-Code (IaC) adoption and automation governance in partnership with DevOps and Cloud Engineering teams.

Manage Gmail routing, spam filtering, allowlists/blocklists, and email delivery settings.

Administer Google Meet hardware (Chromeboxes, Meet Series) and room resource calendars for office locations.

Manage Shared Drives governance, storage quotas, and access controls across teams and departments.

Act as the primary escalation point for Google Workspace service issues, working directly with Google Support where needed.

Drive adoption of Google Workspace features through training, change management, and internal communication.

Provision, deprovision, and manage user accounts, groups, organizational units (OUs), and admin roles across the Google Workspace tenant.

Manage SSO integration with identity providers (Okta, Azure AD) and enforce MFA/2SV policies across the organization.

Workplace Services (WS)

Manage WS-related technologies including employee workplace enablement, office connectivity, conferencing, endpoint support, and collaboration services.

Own the technology onboarding and offboarding experience for employees, ensuring seamless provisioning and deprovisioning of workplace tools and access.

Lead site rollouts, office moves, and new location stand-ups with minimal business disruption.

Reliability, Security & Compliance

Own capacity planning, performance management, high availability design, backup strategies, disaster recovery readiness, and compliance for software licenses and hardware assets.

Collaborate with business functions for the Business Continuity Planning (BCP) including RTO/RPO definition, DR testing, and periodic tabletop exercises.

Partner with the Security team to advance endpoint security, network segmentation, and Zero Trust implementation across the environment.

Ensure infrastructure audit readiness and support compliance frameworks such as SOC 2, ISO 27001, and other applicable standards.

Define and own the observability and monitoring strategy across infrastructure using platforms such as Datadog, Grafana, or equivalent tooling.

Vendor, Budget & Governance

Manage vendor relationships, service provider contracts, technology licensing, procurement cycles, and annual infrastructure budgets to maximize value and minimize risk.

Lead infrastructure projects, migrations, upgrades, and site rollouts with minimal business disruption.

Partner with Security, Facilities, Workplace, Application, and DevOps teams to deliver reliable services across sites and offices.

Define, track, and report on KPIs, SLAs, and OLAs for infrastructure and GWS services, using data to drive continuous improvement and executive visibility.

Conduct regular leadership and business reviews, presenting infrastructure health, risk posture, and roadmap progress to IT leadership and C-suite stakeholders.

Must Have Requirements

12+ years of experience in IT infrastructure, systems engineering, or IT operations.

Strong hands-on experience across server, storage, virtualization, network, identity, and endpoint technologies.

Hands-on experience managing Google Workspace and enterprise workplace services across multiple office locations and geographies.

Experience with incident, problem, change, and release management (ITIL-aligned).

Strong understanding of capacity planning, monitoring, disaster recovery, business continuity, and infrastructure security.

Proven experience managing cross-functional stakeholders, executive communication, and vendor relationships.

Exceptional communication, cross-team prioritization, and people leadership capabilities.

Experience with cloud and hybrid infrastructure environments (AWS, Azure, or GCP).

Nice to Have (Technical)

Familiarity with ITIL practices and service management platforms such as ServiceNow.

Experience supporting office moves, new site stand-ups, and employee collaboration platforms.

Experience with observability platforms such as Datadog, Grafana, or Nagios.

Background in budget planning, asset lifecycle management, and procurement processes.

Exposure to compliance frameworks such as SOC 2, ISO 27001, or NIST.