It Manager

About the Role

O'Reilly Auto Parts is looking for an experienced IT Manager to lead and manage onsite IT operations for our India corporate office. The role will serve as the primary IT escalation point for local operations and will work closely with US-based IT teams across Network, Endpoint, Security and other technology functions.

The ideal candidate should have strong experience in IT operations, team management, infrastructure support, vendor management, asset lifecycle management and stakeholder coordination.

Key Responsibilities

IT Operations & Escalation Management

• Act as the primary onsite escalation point for IT issues across network, endpoints, facilities-related IT and vendor services.
• Own and coordinate resolution of India IT issues with relevant US IT teams.
• Assess issues and determine when they should be resolved locally versus escalated to global teams.
• Ensure proactive communication and timely resolution of critical IT issues.

Team Management

• Manage the day-to-day workload of the India IT team, including priorities, coverage and daily standups.
• Drive team performance, productivity and service delivery.
• Hire, coach, develop and manage performance of onsite IT team members.
• Ensure effective collaboration between IT support and engineering teams.

IT Asset Lifecycle Management

• Oversee IT asset provisioning and white-glove IT support for corporate office employees.
• Ensure timely onsite triage and resolution of hardware-related issues.
• Manage IT asset recovery, processes and inventory.
• Maintain effective lifecycle management of IT hardware and equipment.

India Office Build-Out & IT Infrastructure

• Play a key role in establishing and supporting the India corporate office.
• Coordinate with local vendors and contractors for IT infrastructure requirements including network drops, A/V and hardware deployment.
• Partner with US IT resources to execute technology-related projects and initiatives locally.
• Act as the onsite point of contact for implementation and coordination activities.

Vendor & MSP Management

• Manage and maintain relationships with local IT vendors and Managed Service Providers (MSPs).
• Oversee IT support for smaller satellite offices, including locations such as Singapore.
• Establish and monitor service-level expectations with vendors.
• Coordinate vendor dispatches, track incidents and ensure timely resolution.
• Follow up with satellite offices to ensure issues are closed effectively.

Cross-Functional Collaboration

• Work closely with US-based IT leadership and technical teams.
• Collaborate with Platform Engineering and IT Support teams to resolve complex issues.
• Ensure the India IT team operates as an integrated part of the broader global IT organization.

What Were Looking For

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related field.
• Strong experience in IT Infrastructure, IT Operations, IT Support or Service Delivery.
• Prior experience managing an onsite IT support / infrastructure team.
• Strong people management, stakeholder management and escalation-handling skills.
• Experience working with global/US-based IT teams.
• Hands-on experience with IT asset lifecycle management.
• Experience managing IT vendors, MSPs and SLAs.
• Strong understanding of corporate IT infrastructure, endpoints, networking and hardware support.
• Excellent communication, coordination and problem-solving skills.
• Ability to work independently while effectively collaborating with global teams.