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IT Operations Executive– India & USA Operations

India (Primary) Night shift

Remote work set up

Supports USA business hours as required

Role Summary: The IT is responsible for hands-on leadership of IT operations, ensuring reliable systems, secure access, and high-quality support for users across India and the United States. This role acts as a IT Lead staff and ensures operational excellence across global environments.

Key Responsibilities:

IT Operations & Support:

Lead daily IT operations for India and US users.
Act on escalation for incidents and outages.
Ensure SLA adherence for incidents, service requests, and changes.
Work on cross-function areas improving IT communications & tools including Intranet, social media, web content aggregation.

Infrastructure & Systems:

Administer and support cloud, on-prem, and hybrid environments.
Troubleshooting hardware, OS, application, printer and peripheral issues.
Support Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
Manage servers, backups, patching, and system health.
Support office IT setups, onboarding, inventory management (laptops, servers, IT equipment) and remote workforce tools.

Security & Access Management:

Manage user provisioning, de-provisioning, and role-based access.
Assist in audits, vulnerability remediation, and incident response.
Implement and enforce security controls, endpoint protection, and IAM.

End-User Experience:

Ensure smooth onboarding/offboarding of employees in India and the US.
Support collaboration tools (Microsoft 365, email, conferencing).
Drive improvements in user experience and support quality.

Team & Vendor Coordination:

Guide IT engineers and service desk staff and work with management effectively.
Coordinate with vendors, ISPs, cloud providers, and MSPs.
Maintain asset inventory and license tracking.

Documentation & Process:

Maintain SOPs, runbooks, and IT documentation.
Support ITIL processes: incident, problem, and change management.
Standardize tools and configurations across region.s,

Required Qualifications:

Education:

Bachelor’s degree in IT, Computer Science, or related field.

Experience:

5–8+ years in IT operations or infrastructure roles.
Experience supporting US-based users from India.
Proven hands-on troubleshooting and leadership experience.

Technical Skills:

Windows administration.
Microsoft 365, Active Directory, Azure AD / Entra ID.
Cloud platforms (Azure / AWS).
Networking fundamentals (VPN, firewalls, DNS, DHCP).
Endpoint & security tools (EDR, MDM, patching).

Soft Skills:

Strong problem-solving and ownership mindset.
Clear communication with US stakeholders and remote workforce.
Ability to work across time zones and handle critical incidents.

Success Metrics:

Incident resolution time & SLA compliance.
System availability and stability.
Security compliance readiness.
User satisfaction feedback.

Working Model:

India-based role with scheduled US time-zone overlaps.
On-call support during critical incidents. A

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