eJAmerica - Team Lead - IT Infrastructure - Managed Services

Location: Mysore, Karnataka.

Looking for immediate joiners or those who can join within 30 days.

Timing: The job involves working in US shifts as per business requirements.

Department: IT Infrastructure Operations and Project Management.

Job Summary:

IT Infrastructure Team Lead.

Team Lead - IT Infrastructure Managed Services Team Lead will be responsible for managing IT Infrastructure support operations across client environments.

This role ensures seamless production support, incident resolution, implementation of IT best practices, and successful project deliveries.

The ideal candidate brings a mix of technical proficiency, operational leadership, and project management expertise to drive performance, SLAs and customer satisfaction.

Key Responsibilities:

Operations & Service Delivery Management:

- Lead and manage day-to-day IT Infrastructure operations (Primarily Data Center, End-User Computing, and Network).

- Ensure high availability and performance of infrastructure services, including proactive health checks, capacity planning, and patch management.

- Define and document Standard Operating Procedures (SOPs) and ensure adherence across all service towers.

- Implement and maintain ITIL-based service management practices (Incident, Problem, Change, and Configuration Management).

- Coordinate and ensure timely resolution of escalations.

- Manage and oversee vendor coordination, hardware replacements and license compliance.

- Track, analyze, and report on Service Level Agreements (SLAs), KPIs, and Root Cause Analysis (RCAs).

- Identify and drive continual service improvement initiatives to optimize support operations.

Team Management:

- Lead a geographically distributed team of IT support engineers and specialists.

- Conduct regular performance reviews, mentoring, and upskilling/reskilling plans.

Project Management:

- Lead IT infrastructure implementation projects.

- Create and manage project plans, timelines, and risk assessments.

- Coordinate with stakeholders, vendors, and cross-functional teams for successful project delivery.

- Maintain detailed and updated documentation, including runbooks, design documents, and post-implementation reviews.

Qualifications:

- Bachelor's degree in information technology, or related field.

- Minimum of 6 to 7 years of relevant experience in IT Infrastructure Operations and Project Management.

- Hands-on experience managing IT Infrastructure Support across on-prem, hybrid, or cloud environments.

- Hands on experience in system administration activities (Network, Servers, DataCenter Operations etc.,).

- Experience with ITIL framework and good familiarity with SLAs management.

- ITIL certification will be added plus.

- Familiarity with tools like ServiceNow, monitoring and performance management tools and automation.