IT Infrastructure Manager at Ascendion in Pune, Maharashtra, IN

IT Manager is responsible for overseeing both frontline IT support operations and the broader technology infrastructure of an organization. This dual role ensures smooth day-to-day issue resolution while aligning IT systems with long-term business goals.

• Service Desk Oversight
  • Manage daily operations of the IT Team, ensuring timely resolution of incidents and requests.
  • Monitor and enforce Service Level Agreements (SLAs) to maintain high customer satisfaction.
  • Implement service improvement strategies and knowledge base documentation for recurring issues.
  • Train and mentor support staff to deliver consistent, high-quality service.
• IT Infrastructure Management
  • Oversee networks, servers, cloud platforms, and enterprise applications to ensure reliability and scalability.
  • Lead IT projects such as system upgrades, and security enhancements.
  • Develop and maintain disaster recovery and business continuity plans.
  • Manage vendor relationships, contracts, and IT budgets.
• Strategic Leadership
• Align IT operations with organizational goals, bridging technical execution with executive communication.
• Provide regular reporting on performance metrics, incident trends, and project progress.
• Collaborate with other departments to identify technology needs and deliver solutions.

Required Skills & Qualifications

• Technical Expertise: Strong knowledge of IT service management (ITIL framework), networking, cloud, and cybersecurity.
• Leadership Skills: Ability to manage diverse teams across service desk and infrastructure functions.
• Analytical Thinking: Skilled in root cause analysis, preventive planning, and process optimization.
• Communication: Capable of translating technical issues into business language for executives and stakeholders.
• Education: Bachelor’s degree in IT, Computer Science, or related field; certifications like ITIL are highly valued.

Typical Experience & Career Path

• Experience: 7–10 years in IT roles, with at least 3–5 years in supervisory or managerial positions.