Lead- IT Infra Support & Services

JOB PURPOSE

Responsible for the planning, implementation, maintenance, and support of physical and virtual infrastructure within the data center. This role ensures high availability, security, and optimal performance of servers, storage, networking, power, and cooling systems while adhering to best practices and compliance standards.

Maintain the IT infrastructure layers at GHIAL including but not limited to the Networks, Data Center, Information Security, Subsystem servers / compute layer to ensure service availability. To ensure confidentiality, Integrity and Availability of Data and Information Systems. Responsible for IT Infrastructure life cycle management to ensure the timely upgrades and refreshment of infrastructure without any services impact for Airport Operations.

ORGANISATION CHART

KEY ACCOUNTABILITIES

Accountabilities
Incident Management: 
•    Manage and optimize on-prem cloud infrastructure (VMware, OpenStack, Hyper-V, etc.) and virtualization platforms.
•    Define and govern SLAs, SLOs, and KPIs for on-prem cloud service delivery.
•    Collaborate with network, storage, and security teams to maintain end-to-end service reliability.
•    Lead compliance checks and audits related to security, backup, DR, and configuration baselines.
•    Manage service catalog offerings for internal & external consumers, ensuring appropriate access and governance.
•    Regularly report SLA metrics, service health, and risk factors to leadership.
•    Serve as point of escalation for critical service issues related to the on-prem cloud environment.
Implementing New Requirements / Change Management: 
•    Oversee service request, incident, and change management processes for cloud resources.
•    To Identify/understand the new/ change requirements, risk and impact, necessity and priority to recommend, approve or reject new requirements /changes and to plan, implement, review the same pertaining to Networks, Security, Communications.
Performance Management: 
•    To implement Mechanisms to monitor the performance of all the cloud infra devices and to submit performance dashboards with IT HOD, and to ensure the performance of all the devices/services to be at the acceptable levels.
•    Ability to manage all the Refresh of IT systems with upgrades and latest technologies.
Capacity Management: 
•    Drive capacity planning, Utilization, forecasting, and optimization for compute, memory, and storage.
•    To plan for capacity consolidation and upgrade against various drivers and initiatives, concerned on-prim environment 
Cyber Security Management:  
•    To Identify, Recommend, Implement and Maintain the necessary security enforcement and monitoring solutions to protect the operational environment from external and internal security threats. 
•    To build a team of professionals capable of working with minimal guidance to identify, respond and resolve security issues in day-to-day operations.
Team Management: 
•    To guide, support, mentor and review the team   to achieve synergy and desired performance levels. To Monitor and Review the performance of vendor and Outsourced Employees
•    Recruiting and induct new team members as per the requirements along with HR Teams
BCP Testing and High Availability Management
Configuration Management
Backup and Restore 
Technology Upgrade Plan and Implementation
Setting Up and Managing Security Operations Centre (In-House)
Application/Solution Development Management

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• External – Role needs to interact with outside the organization to enable success in your day-to-day work
  Vendors: Planning, Design and Implementation of Various Solutions as a part of Change Management and Service Continuity. Support Escalations for service stability and incident resolution
  Airlines: Understanding New /Change Requests, timelines, Risk and Impact. Coordinating for Planned Downtime Approvals from all Stakeholders. Resolution/Escalation of Any Security Related Issues and Policy Violations. Addressing Stakeholders’ concerns regarding service availability and Quality.
  Concessionaries: Understanding New Change Requests, timelines, Risk and Impact. Coordinating for Planned Downtime Approvals from all Stakeholders. Resolution/Escalation of Any Security Related Issues and Policy Violations. Addressing Stakeholders’ concerns regarding service availability and Quality.
  Service Providers: incident and performance management, capacity planning/upgrade

  Others: Addressing Stakeholders’ concerns regarding service availability and Quality.

  Govt. & Statutory: Maintenance and Upgrade of “License to Implement and Operate” various Communication Systems

   

INTERNAL INTERACTIONS

• Business Team: Validating and Finalizing the New Service requests and feasibility approvals, Preparing Proposals for New/Existing Service offerings/Changes.  Reviewing Service Offerings, Customer Feedbacks, operating expenses and Service Costing
  Project Mgmt. Team: Understand the New Changes, Impact, Cost, Timelines and support the new initiatives, modifications, at various stages of ongoing and planned projects
  Terminal Operations team: Review the Levels of Service Quality at Various Locations of the Airport for services Like PA Systems etc. and recommend and implement appropriate measures to maintain the desired QoS. Review the Stakeholder feedback pertaining to the IT service Offerings to Passenger Community and to Recommend and Implement appropriate measures to improve and sustain ASQ ratings of the concerned service.

  Infra Support Team: Coordinate for New / Change Request Implementation, Risk and Impact Analysis, Review of Major Change implementations, Major Incident Handling and Process Reviews.

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FINANCIAL DIMENSIONS

Shall be responsible for managing infrastructure worth 10-15 crores on an ongoing basis and capex on a need basis (which can vary depending upon projects undertaken)

OTHER DIMENSIONS

EDUCATION QUALIFICATIONS

BTech with MBA or MCA

RELEVANT EXPERIENCE

• 12-15 years of experience in IT Retail or Business Services

COMPETENCIES