It Infrastructure Manager

Work From Office Only

Job Description: IT Infrastructure Manager

Job Title: IT Infrastructure Manager
Department: Information Technology
Reports To: Head of IT / CIO / CTO
Experience: 58 years in IT infrastructure and operations, including 3–5 years in a team leadership or managerial role
Location: As per business requirement

1. Job Purpose

The IT Infrastructure Manager is responsible for managing and maintaining the organization's IT infrastructure, including servers, networks, email systems, endpoint security, firewall, patch management, IT operations, and MIS reporting. The role ensures reliable, secure, and efficient IT services while minimizing cloud administration and compliance-related activities.

2. Key Responsibilities

A. IT Infrastructure Management

• Manage physical and virtual servers, storage systems, network infrastructure, and related IT services.
• Ensure infrastructure availability, reliability, performance, and business continuity.
• Plan and execute infrastructure upgrades, system configurations, technology refreshes, and preventive maintenance.
• Monitor infrastructure performance and resolve hardware, software, and connectivity issues.
• Maintain updated infrastructure documentation, asset inventories, and configuration records.

B. Network and Connectivity Management

• Manage LAN, WAN, Wi-Fi, VPN, internet connectivity, switches, routers, and network devices.
• Ensure secure and reliable connectivity across offices, branches, and remote users.
• Monitor network availability, bandwidth utilization, and performance.
• Coordinate with internet service providers, telecom vendors, and third-party service providers.
• Troubleshoot network outagdes and implement corrective actions to prevent recurring issues.

C. Server and Email Management

• Administer Windows/Linux servers, virtualization platforms, Active Directory, DNS, DHCP, and Group Policy.
• Manage corporate email services and user accounts through Google Workspace.
• Administer email creation, modification, deactivation, distribution groups, aliases, and access permissions.
• Manage email security settings, spam filtering, email routing, and account security policies.
• Troubleshoot email delivery, synchronization, login, and mailbox-related issues.
• Manage Google Workspace user licenses and coordinate renewals as required.

D. Firewall Management – Palo Alto

• Administer and maintain Palo Alto firewalls, including security policies, NAT rules, and access controls.
• Monitor firewall logs, traffic patterns, security events, and connectivity issues.
• Configure and maintain VPN connectivity and approved network access rules.
• Review firewall policies periodically and remove obsolete or unauthorized rules.
• Coordinate firmware updates, configuration backups, and troubleshooting with vendors where required.
• Maintain firewall configuration documentation and support security incident investigations.

E. Antivirus and Endpoint Security – Sophos

• Manage Sophos antivirus and endpoint protection across servers and end-user devices.
• Monitor endpoint security status, malware alerts, detection events, and protection coverage.
• Ensure antivirus definitions, security agents, and protection policies remain updated.
• Investigate malware detections and coordinate containment, remediation, and recovery.
• Track devices with inactive agents or unresolved security alerts and ensure corrective action.
• Prepare periodic endpoint security status reports.

F. Patch Management – ManageEngine

• Manage operating system and approved third-party application patching using ManageEngine patch management solutions.
• Plan patch deployment schedules, testing, approvals, and phased rollouts.
• Monitor patch compliance across servers, desktops, and laptops.
• Identify failed, pending, and missing patches and ensure timely remediation.
• Coordinate maintenance windows and communicate planned downtime to stakeholders.
• Maintain patch deployment records and generate patch compliance reports.

G. IT Operations and Service Management

• Lead the IT infrastructure support team and ensure timely resolution of incidents and service requests.
• Define and monitor SLAs, KPIs, escalation procedures, and service delivery standards.
• Manage incident, problem, and change management processes using appropriate IT service management practices.
• Conduct root cause analysis for recurring infrastructure issues.
• Manage IT assets, software licenses, vendor contracts, and infrastructure documentation.
• Coordinate with business teams to minimize IT disruptions and improve service quality.

H. Monthly MIS Reporting

• Prepare and publish monthly IT infrastructure MIS reports for management review.
• Report infrastructure uptime, network availability, server health, and major incidents.
• Prepare monthly patch management and compliance reports using ManageEngine.
• Report Sophos antivirus coverage, threat detections, unresolved alerts, and endpoint protection status.
• Prepare Palo Alto firewall incident summaries, VPN availability, and major security event reports.
• Report Google Workspace user accounts, license utilization, and email-related incidents.
• Track IT helpdesk tickets, SLA performance, incident trends, and pending issues.
• Maintain IT asset inventory, hardware allocation, warranty status, and software license records.
• Report vendor performance, recurring issues, infrastructure risks, and corrective action plans.
• Highlight key issues, monthly trends, improvement initiatives, and management action items.

I. Information Security and Basic Compliance Maintenance

• Implement approved IT security policies, access controls, and endpoint protection measures.
• Ensure timely system updates, security patches, antivirus updates, and access reviews.
• Maintain basic IT audit evidence, infrastructure records, and security-related documentation.
• Coordinate with the designated information security or compliance team for audits and compliance requirements.
• Support vulnerability remediation and security incident response.
• Focus on practical infrastructure security and documentation rather than owning extensive cloud governance or compliance programs.

J. Team and Vendor Management

• Supervise and guide infrastructure engineers, system administrators, network engineers, and IT support personnel.
• Allocate responsibilities, monitor team performance, and ensure timely issue resolution.
• Coordinate with hardware suppliers, software vendors, ISPs, and managed service providers.
• Manage vendor escalations, renewals, support contracts, and service delivery.
• Support infrastructure procurement, budgeting, and cost optimization.

3. Required Skills and Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Relevant IT certifications are an advantage.

Technical Skills

• Windows Server administration, Active Directory, DNS, DHCP, and Group Policy.
• Networking fundamentals, TCP/IP, routing, switching, VLANs, VPNs, and Wi-Fi.
• Palo Alto firewall administration and policy management.
• Sophos antivirus and endpoint protection management.
• ManageEngine patch management and patch compliance reporting.
• Google Workspace administration, email management, and user lifecycle management.
• VMware or Hyper-V virtualization.
• IT monitoring, endpoint management, troubleshooting, and infrastructure documentation.
• Basic backup and recovery knowledge.
• Cloud administration: Basic exposure only; not a primary responsibility.
• Compliance and audit documentation: Basic maintenance and coordination only.

Managerial Skills

• Team leadership and IT operations management.
• Vendor coordination and stakeholder communication.
• Incident management, problem-solving, and escalation handling.
• Monthly MIS preparation, data analysis, and management reporting.
• IT asset management, license tracking, and cost control.
• Planning, prioritization, and documentation.

4. Experience Requirements

• 5–8 years of experience in IT infrastructure and operations.
• 3–5 years of experience in infrastructure team leadership, administration, or managerial responsibilities.
• Hands-on experience with enterprise networks, servers, end-user computing, and IT support operations.
• Practical experience in Google Workspace, Palo Alto firewalls, Sophos endpoint security, and ManageEngine patch management is preferred.
• Experience preparing monthly IT MIS reports and monitoring service delivery KPIs.
• Experience coordinating vendors, infrastructure upgrades, and security remediation activities.

5. Key Performance Indicators (KPIs)

• Infrastructure, server, and network availability.
• IT incident resolution time and SLA compliance.
• Reduction in recurring infrastructure issues.
• ManageEngine patch deployment success and patch compliance.
• Sophos endpoint protection coverage and unresolved threat alerts.
• Palo Alto firewall availability and timely resolution of network security issues.
• Google Workspace email service availability and email incident resolution.
• Timely submission and accuracy of monthly MIS reports.
• IT asset inventory accuracy and license tracking.
• Infrastructure project delivery within approved timelines and budgets.
• Internal user satisfaction and IT service quality.

6. Key Stakeholders

• CIO / CTO / Head of IT
• IT Infrastructure and Support Teams
• Information Security and Compliance Teams
• Application and Business Teams
• Finance and Procurement
• External Vendors and Managed Service Providers
• End Users and Business Unit Heads

7. Expected Outcomes

The IT Infrastructure Manager will ensure stable, secure, and efficient IT infrastructure operations, reliable corporate email services, effective firewall and endpoint protection, timely patch deployment, and accurate monthly MIS reporting. The role will prioritize hands-on infrastructure management and operational security, with limited responsibility for cloud administration and compliance program ownership.