Senior Manager - IT Infra & Support

Adani Airport Holdings Ltd; Kamrup Metropolitan; On-site; INR 1,400,000 - 2,400,000; Full time

Job summary

Adani Airport Holdings Ltd, based in India, seeks an experienced IT Infrastructure & Security Manager to govern site IT policies, ensure compliance, and drive disaster recovery and business continuity for the aviation campus.

You will lead IT service delivery, manage SLAs with partners, oversee security operations, risk management, audits, and project governance while coordinating with business units to align IT with the site's needs.

Qualifications

• Bachelor's degree in Engineering/CS/IT from a premier institute is required.
• 10–15+ years in Networks & Messaging within a large IT outsourcing environment.

Responsibilities

• Integrated Operations Management and governance for site IT.
• Adopt and implement IT polices at the site aligned with Adani ITIL framework.
• Ensure compliance to IT policies, sign-offs for exceptions and non-compliance.
• Establish and maintain disaster recovery and business continuity plans.
• Oversee availability, performance, and capacity of site IT services and solutions.
• Lead deployment of IT assets, procedures, and processes for reliability.
• Manage service levels, SLA adherence, incident resolution, and escalation.
• Lead development/up-gradation of site IT systems and processes.
• Security operations, risk management, audits, and data protection controls.
• Supplier management, procurement, and contract governance at site level.
• Project management across site IT initiatives with partners and stakeholders.

Skills

IT governance

Security management

Disaster recovery

Service management

Project management

Vendor & partner management

Infrastructure planning

Education

Bachelors in Engineering/CS/IT

Job description

• Adopt and implement IT polices at the site in alignment with the business direction and Adani ITIL framework
• Ensure ongoing compliance to IT policies and protocols & get sign-offs for any exceptions or non-compliance
• Establish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework
• Systems, Application & Networks Availability & Performance and Operations Review
• Lead effective deployment of IT assets, systems, procedures and processes with respect to consistency, reliability and effectiveness
• Oversee performance and capacity of site IT services and solutions and ensure adherence to IT service level agreements; Resolve and elevate issues in case of non-adherence
• Evaluate and report service-level attainment at the site as per established frameworks and metrics; Escalate issues where necessary
• Conduct partner performance reviews from an operational perspective with respect to agreed SLAs and accelerate deviations if any; Provision adequate partner support for smooth operations
• Lead development / up-gradation of site IT systems, procedures & processes to cater to evolving needs and enhancing effectiveness and efficiency of operations
• Security Operations & Disaster Recovery Management
• Implement processes and systems for maintaining security of IT solutions and services in line with standard operating procedures
• Ensure prompt resolution/ escalation of security incidents; Record and maintain log of security incidents and exception handling
• Establish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework
• Demand Management & Procurement
• Facilitate demand management analysis by capturing demand for infrastructure/ application related IT services and solutions at the site and identifying consumption patterns
• Implement the sourcing plan for the BU and timely raise of PRs for procurement of site assets/ applications
• Service Desk & Incident Management
• Manage IT incidences, inquiries/ requests by users of site IT services; Ensure resolution within established TAT levels; Consult business team/ group COEs and collaborate with external partners to resolve issues as and when required
• Infrastructure/ Applications Management
• Ensure maintenance of IT hardware (Network, Server Architecture and Inventory) applications and systems at the site-level
• Ensure all IT related documentation is well maintained at the site (User Manuals, Operations guides etc.)
• Monitor the validity of site-related infrastructure, applications and systems licenses and ensure timely renewal
• Drive rationalization of site application/ infrastructure inventory in adherence to the inventory management directives and in consultation with BU/ group team
• Project Management
• Drive site IT projects with respective partners and internal stakeholders in a collaborative and time bound manner; Escalate issues if any in a timely manner and ensure that requisite support is provided
• Ensure smooth execution of all phases of project life cycle at the site level ( site design requirements / testing / implementation / knowledge transfer)
• Facilitate SME training/ transition interventions at the site in collaboration with partners and conduct knowledge transfer success measurement
• Deploy new IT services and solutions at the site and understand the traction and level of approval from the users for the same; Analyze the adoption of IT services and solution by customers, ensuring that customers' expectations are met
• IT Security - Risk Management & Audits
• Implement information security, privacy and data protection controls (people/process/ technology) to adequately mitigate security risks and provide feedback on their effectiveness
• Facilitate internal & external IT audits as per the BU defined framework; Implement recommendations based on audit report findings for the site in order to bridge the gaps and ensure compliance
• Security Awareness & Compliance
• Drive site adherence to IT security framework, policies and guidelines
• Receive undertaking from every employee to abide by the latest IT security policy
• Run awareness initiatives (workshops, online teasers, mailers etc.) to spread awareness about IT security policy across the site
• Governance Compliance & Assurance
• Implement governance systems and processes at the site in alignment to the governance framework
• Track and ensure IT budget adherence at the site level; Timely report budget overruns if any
• Track site-level IT performance metrics and frameworks and IT service levels and ensure adherence to defined standards/ SLAs
• Project Governance
• Track progress of site projects with respect to adherence to the established Project Management Methodology
• Contract Management and Partner Engagement
• Track partner performance and service levels at the site basis established SLAs and report the same to the business IT team in a periodic manner; Report noncompliance if any
• Facilitate partner road shows/ POCs at the site as directed by the business IT team and update the business IT team on corresponding value addition
• Committees & Councils
• Partner with business IT team and other site IT heads in periodic review meetings; Share/ gather insights regarding resolution or discuss preventive plans for chronic issues and critical incidences
• Customer Feedback
• Seek active feedback and document internal customer satisfaction levels from site IT perspective, as per group/ business protocols; Analyse feedback, generate reports and communicate results to concerned stakeholders

Responsibilities

• Integrated Operations Management
• Adopt and implement IT polices at the site in alignment with the business direction and Adani ITIL framework
• Ensure ongoing compliance to IT policies and protocols & get sign-offs for any exceptions or non-compliance
• Establish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework
• Systems, Application & Networks Availability & Performance and Operations Review
• Lead effective deployment of IT assets, systems, procedures and processes with respect to consistency, reliability and effectiveness
• Oversee performance and capacity of site IT services and solutions and ensure adherence to IT service level agreements; Resolve and elevate issues in case of non-adherence
• Evaluate and report service-level attainment at the site as per established frameworks and metrics; Escalate issues where necessary
• Conduct partner performance reviews from an operational perspective with respect to agreed SLAs and accelerate deviations if any; Provision adequate partner support for smooth operations
• Lead development / up-gradation of site IT systems, procedures & processes to cater to evolving needs and enhancing effectiveness and efficiency of operations
• Security Operations & Disaster Recovery Management
• Implement processes and systems for maintaining security of IT solutions and services in line with standard operating procedures
• Ensure prompt resolution/ escalation of security incidents; Record and maintain log of security incidents and exception handling
• Establish and maintain backup/ recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework
• Demand Management & Procurement
• Facilitate demand management analysis by capturing demand for infrastructure/ application related IT services and solutions at the site and identifying consumption patterns
• Implement the sourcing plan for the BU and timely raise of PRs for procurement of site assets/ applications
• Service Desk & Incident Management
• Manage IT incidences, inquiries/ requests by users of site IT services; Ensure resolution within established TAT levels; Consult business team/ group COEs and collaborate with external partners to resolve issues as and when required
• Infrastructure/ Applications Management
• Ensure maintenance of IT hardware (Network, Server Architecture and Inventory) applications and systems at the site-level
• Ensure all IT related documentation is well maintained at the site (User Manuals, Operations guides etc.)
• Monitor the validity of site-related infrastructure, applications and systems licenses and ensure timely renewal
• Drive rationalization of site application/ infrastructure inventory in adherence to the inventory management directives and in consultation with BU/ group team
• Project Management
• Drive site IT projects with respective partners and internal stakeholders in a collaborative and time bound manner; Escalate issues if any in a timely manner and ensure that requisite support is provided
• Ensure smooth execution of all phases of project life cycle at the site level ( site design requirements / testing / implementation / knowledge transfer)
• Facilitate SME training/ transition interventions at the site in collaboration with partners and conduct knowledge transfer success measurement
• Deploy new IT services and solutions at the site and understand the traction and level of approval from the users for the same; Analyze the adoption of IT services and solution by customers, ensuring that customers' expectations are met
• IT Security - Risk Management & Audits
• Implement information security, privacy and data protection controls (people/process/ technology) to adequately mitigate security risks and provide feedback on their effectiveness
• Facilitate internal & external IT audits as per the BU defined framework; Implement recommendations based on audit report findings for the site in order to bridge the gaps and ensure compliance
• Security Awareness & Compliance
• Drive site adherence to IT security framework, policies and guidelines
• Receive undertaking from every employee to abide by the latest IT security policy
• Run awareness initiatives (workshops, online teasers, mailers etc.) to spread awareness about IT security policy across the site
• Governance Compliance & Assurance
• Implement governance systems and processes at the site in alignment to the governance framework
• Track and ensure IT budget adherence at the site level; Timely report budget overruns if any
• Track site-level IT performance metrics and frameworks and IT service levels and ensure adherence to defined standards/ SLAs
• Project Governance
• Track progress of site projects with respect to adherence to the established Project Management Methodology
• Contract Management and Partner Engagement
• Track partner performance and service levels at the site basis established SLAs and report the same to the business IT team in a periodic manner; Report noncompliance if any
• Facilitate partner road shows/ POCs at the site as directed by the business IT team and update the business IT team on corresponding value addition
• Committees & Councils
• Partner with business IT team and other site IT heads in periodic review meetings; Share/ gather insights regarding resolution or discuss preventive plans for chronic issues and critical incidences
• Customer Feedback
• Seek active feedback and document internal customer satisfaction levels from site IT perspective, as per group/ business protocols; Analyse feedback, generate reports and communicate results to concerned stakeholders

Qualifications

EDUCATIONAL QUALIFICATIONS:

• Bachelor's Degree in Engineering, Computer Science, Information Technology or related field from a premier institute is required
• Expert certification from leading industry bodies / companies / academic institutions / etc. in relevant areas is a plus

Relevant Experience

• 10 to 15+ Years in Networks & Messaging in a strategic IT outsourcing operating model, where progressive growth has been demonstrated
• Prior experience in fast paced project teams, working under pressure and adhering to deadlines
• Prior experience in managing a large infrastructure portfolio (including Networks & Messaging) in the backdrop of a large IT transformation program.