Technology Specialist - IT Service, Support and Operations

Infosys BPM; Pune District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Infosys BPM in Pune, India, is seeking an IT Operations & Infrastructure Manager to oversee design, implementation, and maintenance of the organization's IT backbone, ensuring reliability and security across systems and services. You will lead a team of 10+ IT professionals, manage projects, enforce ITIL processes, coordinate with audits, and drive continuous improvements in service quality and uptime.

Experience in ServiceNow, virtualization, cloud platforms, and networking is preferred to

Qualifications

• Proven experience in IT operations and infrastructure management.
• Strong knowledge of ITIL framework and its practical implementation.
• Hands‑on experience with ticket management tools (e.g., ServiceNow).
• Expertise in endpoint management, asset management, and network/server administration.
• Excellent leadership, communication, and problem‑solving skills.

Responsibilities

• IT Operations Management: Monitor and maintain IT infrastructure incl. servers, networks, endpoints and assets.
• People Management: Lead and mentor IT operations team members; manage schedules and utilization.
• Process & Service Management: Implement ITIL best practices for incident, problem, change; ensure SLA.
• Tools & Technology: Manage ServiceNow for workflow and reporting; asset lifecycle management.
• Infrastructure & Network: Maintain connectivity; cabling and documentation.
• Continuous Improvement: Identify opportunities to optimize and automate to enhance IT service quality.

Skills

IT operations

IT infrastructure

ITIL practices

Team leadership

ServiceNow

Networking

Scripting

Education

BE

Tools

ServiceNow

VMware

Hyper‑V

AWS

Azure

Firewalls

Job description

Job Description

• Responsible for overseeing the design, implementation, and maintenance of an organization's IT infrastructure
• Daily Operations Oversight: Ensuring systems, services, and infrastructure operate reliably and securely
• Project Management: Leading infrastructure-related projects that align with business goals, including upgrades, migrations, and new deployments
• Team Leadership: Managing a team of Min of 10+ IT professionals, providing mentorship, and evaluating performance
• Administration: Maintaining networks, servers, databases, and related systems; ensuring optimal performance and uptime
• Security & Compliance: Implementing security protocols, PAM, and ensuring compliance with internal and external standards
• Disaster Recovery: Designing and testing backup and recovery strategies to ensure business continuity
• Strong communication skills and should have strong business relationship management
• Experience in handling IT audits & compliance

Roles & Responsibilities

Key Responsibilities

• IT Operations Management:
  • Monitor and maintain IT infrastructure, including servers, networks, endpoints, and assets.
  • Ensure compliance with organizational standards and security policies.
• People Management:
  • Lead and mentor IT operations team members, ensuring optimal performance and professional growth.
  • Manage shift schedules, leave planning, and team utilization.
• Process & Service Management:
  • Implement and adhere to ITIL best practices for incident, problem, and change management.
  • Track and ensure SLA compliance for all IT service requests and incidents.
• Tools & Technology:
  • Manage ticketing systems such as ServiceNow (SNOW) for efficient workflow and reporting.
  • Oversee asset lifecycle management, including onboarding, allocation, and disposal.
• Infrastructure & Network:
  • Maintain and troubleshoot servers, network devices, and connectivity issues.
  • Ensure proper cabling, labeling, and documentation for all IT assets.
• Continuous Improvement:
  • Identify opportunities for process optimization and automation.
  • Drive initiatives for improving IT service quality and user experience.

Required Skills & Qualifications

• Proven experience in IT operations and infrastructure management.
• Strong knowledge of ITIL framework and its practical implementation.
• Hands‑on experience with ticket management tools (e.g., ServiceNow).
• Expertise in endpoint management, asset management, and network/server administration.
• Excellent leadership, communication, and problem‑solving skills.

Additional Responsibility

• Technical Proficiency:
  • Windows
  • Networking (LAN/ WAN), firewalls
  • Virtualization (VMware, Hyper‑V),
  • cloud platforms (AWS, Azure)
  • Scripting (Shell, PowerShell, Perl)
  • Certifications: ITIL, PMP, or vendor‑specific certifications (e.g., Cisco, Microsoft, Red Hat) are often preferred

Educational Requirement

• BE

Preferred Skills

• TIG->Standard TIG

Service Line

• Computers & Communications Division