Lead - Tech Operations and Infra

Job Description – Team Leader, Tech Operations & Infrastructure

Job Title :- Team Leader – Technology Operations & Infrastructure

Location:- Mumbai, India

Working Days: 5 Days

Reporting To Head of IT Infrastructure / IT Operations Manager

Role Purpose

The Team Leader – Technology Operations & Infrastructure is responsible for leading and managing Store Retail Support, Cloud Infrastructure, Network Operations, and Information Security across the organization. The role ensures the availability, security, performance, and scalability of IT services supporting retail stores, warehouses, offices, and business-critical applications. The position drives operational excellence, service reliability, technology modernization, and continuous improvement initiatives while leading a high-performing technical team.

Key Responsibilities

1. Store Retail Support Management

• Lead and manage the Store IT Support team to ensure uninterrupted retail operations.
• Support and maintain Microsoft Dynamics 365 (D365) POS systems, payment gateways, handheld devices, printers, scanners, and store technology infrastructure.
• Ensure timely resolution of incidents and service requests within agreed SLAs.
• Coordinate store openings, relocations, renovations, and technology deployments.
• Ensure high availability of store systems and minimize business disruptions.
• Collaborate with Retail Operations teams to understand and support business requirements.

2. Cloud Infrastructure Management

• Manage and support cloud environments primarily on Google Cloud Platform (GCP) and Microsoft Azure.
• Ensure cloud infrastructure availability, scalability, security, and cost optimization.
• Lead cloud migration, modernization, and automation initiatives.
• Implement Infrastructure as Code (IaC) and cloud governance best practices.
• Monitor cloud performance, capacity planning, backup, disaster recovery, and business continuity readiness.
• Drive cloud security and compliance initiatives.

3. Network Operations

• Manage enterprise network infrastructure including LAN, WAN, SD-WAN, VPN, Wi-Fi, and internet connectivity.
• Ensure network availability, performance, and security across stores, warehouses, offices, and data centers.
• Lead troubleshooting and root cause analysis for major network incidents.
• Coordinate with telecom providers, MSPs, and technology partners.
• Plan and execute network expansion, upgrades, and optimization projects.

4. Information Security & Compliance

• Ensure adherence to cybersecurity policies, standards, and regulatory requirements.
• Manage firewalls, endpoint security, VPNs, IDS/IPS, vulnerability management, and security monitoring solutions.
• Lead security incident response, remediation, and preventive measures.
• Conduct periodic security assessments, audits, and risk reviews.
• Implement security controls and best practices across infrastructure platforms.
• Support compliance initiatives and audit requirements.

5. Team Leadership & People Management

• Lead, mentor, and develop infrastructure and support team members.
• Define performance objectives and conduct regular reviews.
• Build technical capabilities through training, coaching, and knowledge-sharing initiatives.
• Manage workforce planning, shift schedules, and resource allocation.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

6. Service Delivery & Operations

• Ensure adherence to ITIL-based Incident, Problem, Change, and Service Request Management processes.
• Monitor infrastructure health, service availability, and operational KPIs.
• Prepare operational dashboards, service reports, and management updates.
• Lead major incident management and post-incident reviews.
• Drive automation and operational efficiency initiatives.
• Ensure compliance with service-level agreements and operational standards.

7. Vendor & Stakeholder Management

• Manage relationships with cloud providers, network vendors, security partners, and support service providers.
• Monitor vendor performance against contractual obligations and SLAs.
• Collaborate with business stakeholders to align technology services with organizational goals.
• Participate in budgeting, procurement planning, and technology roadmap initiatives.

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline.

• Preferred Certifications:

• Google Cloud Professional Certification

• Cisco CCNA / CCNP

• ITIL Foundation

• CISSP, CISM, CEH, or equivalent security certifications

Experience

• 8–12 years of experience in IT Infrastructure, Network, Cloud, and Security Operations.
• Minimum 3–5 years of experience leading technical teams.
• Experience supporting multi-location retail environments.
• Hands-on experience with cloud technologies, enterprise networking, and cybersecurity solutions.
• Experience managing enterprise-scale infrastructure projects and vendor engagements.
• At-least 2-3 years of hands on exp in Cloud operations

Technical Skills

• Google Cloud Platform (GCP) and Microsoft Azure Administration
• Windows Server and Linux Administration
• Active Directory, DNS, DHCP, Group Policies
• Virtualization Technologies (VMware, Hyper-V)
• LAN/WAN, SD-WAN, VPN, Wireless Networks
• Firewalls (Fortinet, Cisco)
• SIEM, Endpoint Security, Vulnerability Management
• Backup, Disaster Recovery, and Business Continuity Planning
• Infrastructure Monitoring and Alerting Tools
• IT Service Management Platforms (ServiceNow)
• Microsoft Dynamics 365 (D365) Retail/POS Support

Key Competencies

• Leadership & Team Development
• Strategic Thinking & Execution
• Problem Solving & Decision Making
• Stakeholder & Vendor Management
• Customer Service Orientation
• Project & Program Management
• Communication & Presentation Skills
• Risk Management & Compliance
• Operational Excellence
• Continuous Improvement Mindset

Success Measures (KPIs)

• Infrastructure availability maintained above 99.9%.
• Store IT incidents resolved within agreed SLA targets.
• Achievement of cloud governance and cost optimization objectives.
• Network uptime and performance targets consistently met.
• Timely remediation of identified security vulnerabilities.
• Successful delivery of infrastructure and technology projects.
• Positive stakeholder and business satisfaction scores.
• Reduction in recurring incidents and operational risks.
• Improvement in team capability, productivity, and engagement metrics.

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