We are looking for a forward-thinking, process-driven IT Operations Lead with 5 to 8 years of proven experience to manage the daily IT infrastructure at our Noida campus, automated end-user support services, and system maintenance. In this role, you will hold complete operational ownership of our desktop support, local networking, and ISP partnerships, while actively leading AI adoption to automate and optimize IT operations.

You will lead daily team huddles, leverage AI-driven diagnostic tools to delegate tasks based on urgency, and maintain a highly secure, modern Microsoft-based IT ecosystem. The ideal candidate will have strong troubleshooting skills and an active interest in deploying automation, scripts, and AI workflows to eliminate repetitive manual support tasks.

Key Responsibilities

1. AI Adoption & Support Automation:

- AI-Driven Support Workflows: Lead the integration of AI chatbots, automated ticketing routing, and self-service virtual assistants to resolve common, first-level support questions instantly, including a self-service path for routine peripheral hand-outs—headsets, mice, monitors, and chargers—that today account for nearly half of all support tickets.

- Predictive Maintenance: Utilize AI monitoring scripts and machine learning logs to predict hardware failures, system performance drops, or network bottlenecks before they affect end-users.

- Smart Ticket Analysis: Implement AI tools that read helpdesk tickets on One IT help desk data to identify recurring technical bottlenecks and systematically fix the root causes.

2. End-User Support & SLA Management:

- Daily Support Team Leadership: Run daily morning status calls with the Noida IT support team to review open tickets flagged by automated dashboards, identify technical blockers, and assign daily workloads.

- Incident Resolution: Ensure swift troubleshooting of complex employee IT queries (hardware issues, OS crashes, software installation blocks, access permissions) that bypass automated self-service systems. Set clear steps for escalating issues the team cannot resolve and find and fix the underlying cause so the same problems do not keep coming back.

- SLA & Performance Control: Manage the One IT help desk platform. Monitor Service Level Agreements (SLAs) and drastically reduce the time taken to resolve issues and the weekly open-ticket backlog using smart automation. Follow a clear, repeatable process for logging, fixing, and learning from issues, and track simple measures such as how quickly issues are resolved, how often they are fixed on the first try, how many are handled on time, and how satisfied employees are.

3. Infrastructure Maintenance & System Availability

- Daily Infra Monitoring: Oversee the day-to-day performance and uptime of the Noida campus network, and end-user laptops

- Automated Backup & Disaster Recovery: Take absolute ownership of automated data backups and recovery logs, utilizing automated validation scripts to ensure complete business continuity.

- Asset Management: Track hardware inventory, handle IT onboarding setups for new joiners, pre-provision a standard developer and BI toolset (Microsoft 365 Copilot, Power BI/Fabric) with baseline Azure DevOps and Fabric roles, and use automated tools to securely wipe/re-image systems during employee exits.

4. Networking & ISP Governance

- Connectivity Uptime: Act as the main point of contact for ISPs (Internet Service Providers) to ensure high-speed, redundant internet lines across the Noida campus with zero dropouts.

- Network Troubleshooting: Monitor routers, switches, and firewalls; isolate and resolve local Wi-Fi or LAN connection drops instantly.

- Network Security: Maintain firewalls, Global Protect VPN clients, and access points to prevent unauthorized network entry.

5. Microsoft Environment & Patch Ownership

- Identity & Access Management: Create, modify, and terminate employee user accounts and security roles via Active Directory and Azure AD / O365, moving toward automated role-based access, so people automatically get the right level of access, help fix multi-factor sign-in problems (Microsoft Authenticator / V-ID), and make sure requests for high-level admin access go through proper approval and review first

- Automated Patching: Manage the deployment of systematic Windows security updates, antivirus definitions, and software patches using Microsoft Intune, which sets up new devices automatically with little manual effort across all client machines.

Rhythm of Business

IT operations at MAQ Software run on a well-defined cadence. In this role you own and sustain that rhythm at our Noida campus, in close coordination with the Mumbai, Hyderabad, and Redmond teams:

o Daily: Publish the infrastructure health report at 8 AM and 8 PM, keep the 8–11 AM window clear for project teams’ calls with Redmond, run the IT huddle at 8:30 AM and 2:30 PM IST on Microsoft Teams, and resolve Global Helpdesk tickets on time.

o Weekly: Reboot routers and LAN switches, complete Saturday maintenance, join the Wednesday IT conference call, set up the Weekly Learning Hour, and inspect router logs and Azure / AWS / O365 usage.

o Monthly: Back up network-device configurations, send the SLA status report, review deactivated and vendor accounts, run Patch Tuesday tracked through Auditor, and complete the software, UPS, and physical-access audits.

o Quarterly: Refresh hardware inventory, update BIOS / firmware, review O365 groups and Azure / AWS / code-repository access and prepare the capacity-planning report.

o Half-yearly & annually: Maintain laptops, review the approved software and PII-access lists, run Business Continuity Planning (BCP), rotate network-device passwords, and review this IT SOP.

o On demand: Onboard and offboard roughly 250 employees a year (credentials, machine imaging, and hardware), set up Microsoft 365 licenses and Azure access, set up Bootcamp and All-Hands infrastructure, and manage SAW (Secure Admin Workstation) and teleworking setups.

What Success Looks Like (First 90 Days)

o First 30 days: Learn how MAQ Software One IT help desk, Microsoft 365 and Azure setup, the office network, and the daily routine. Shadow the team, take over the daily infrastructure report and huddles, and start resolving help desk tickets within our response and resolution targets.

o By 60 days: Run day-to-day IT at the Noida campus on your own, lead the daily huddles, keep the network and devices healthy, and stay on top of the weekly and monthly tasks (network backups, updates, and account reviews). Spot the most common repeat requests, such as headset and software handouts, and propose a simple self-service fix.

o By 90 days: Show clear improvement, bring down the number of open tickets, raise the share resolved on time, and launch at least one automation or self-service improvement. Make onboarding smoother so new joiners get their standard tools and access on day one and share a short plan for the next quarter.

Candidate Profile

· Education: Bachelor’s degree in computer science (CSE), Information Technology (IT), Electronics & Communication (ECE), Electrical Engineering, or a related field.

· Experience: 5 to 8 years of core corporate experience in IT Support, Desktop Support, and Infrastructure Maintenance.

· Target Profile:

o Automation Mindset: Prior hands-on experience or strong conceptual understanding of implementing AI tools, basic scripting (PowerShell/Python), or automated workflows to streamline IT helpdesks.

o Tech Stack: Strong working knowledge of Windows Server, Active Directory / Azure AD (Entra ID), Microsoft 365 and Copilot license administration, multi-factor sign-in (Microsoft Authenticator), Azure DevOps and Microsoft Fabric / Power BI access management, Global Protect VPN, and basic networking (routers, switches, firewalls).

o Infrastructure & Tooling: Hands-on experience with Ubiquiti UniFi networking (UDM Pro / SE routers, WAN switches, and Wi-Fi), Synology NAS and Surveillance Station, setting up Windows 11 on new machines with standard imaging tools and Hyper-V virtual machines, Dell endpoint and BIOS / firmware management, Power BI reporting, Microsoft Azure and AWS, and the Windows 11 security baseline (BitLocker, Windows Hello for Business, Microsoft Defender, and data-loss-prevention and web-filtering policies).

o Background: Prior experience working within highly structured corporate infrastructure management setups or fast-paced engineering hubs is preferred.

o Certifications (Preferred): ITIL Foundation, Microsoft 365 Certified (MS-102), Azure Administrator Associate (AZ-104), Identity and Access Administrator (SC-300), or CompTIA Network+ / Security+ are an advantage.

o Attributes: Clear, direct communication skills, ability to lead team huddles, and high personal integrity when handling enterprise data security.

Job Location:

A3, Sector 145, Noida, UP 201 301 (Next to Aqua Metro line)

This is an in-office role at our Noida campus. While we welcome applicants from across the NCR, the nature of the work requires close collaboration and quick turnarounds. For this reason, candidates based in Noida or Greater Noida are best suited. Commuting from Delhi or Gurgaon is not recommended for this role.

Work Schedule:

This is a full-time, in-office role based at our Noida campus and follows a 6-day work week (Monday to Saturday). The role requires regular on-site presence to effectively support employees, manage workplace concerns, and collaborate closely with business and engineering leaders.

IT Operations Lead

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