Job Description

IT Operations Lead - India & USA Operations

India (Primary)

Supports USA business hours as required

Role Summary:

The IT Lead 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 regions

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