The Regional IT Manager will oversee and ensure the reliable operation, security, and performance of the organization's IT infrastructure, networks, and end-user support services. This role is responsible for managing IT systems across data centers and regional servers while also leading network operations and ensuring efficient IT service delivery through strong service management practices. Manage a team with a highly technical background to ensure the highest availability of services.

IT Infrastructure Management

• Oversee the daily operations and strategic planning of server infrastructure (on-premise and cloud).
• Manage hypervisor environments (e.g., VMware, Hyper-V), including provisioning, upgrades, and lifecycle maintenance.
• Ensure high availability and disaster recovery planning for regional servers and enterprise data center operations.
• Coordinate server performance monitoring, backup strategies, and patch management.

Network Operations

• Lead the network team responsible for maintaining LAN, WAN, WLAN, VPN, and various connectivity.
• Ensure network scalability, uptime, and resilience by implementing best-in-class configurations and redundancy.
• Collaborate with ISPs and telecom vendors for performance SLAs, issue resolution, and capacity planning.
• Perform regular network performance assessments and optimize infrastructure for security and efficiency.

End-User Support & IT Service Management

• Manage a team responsible for first- and second-level support covering incidents, service requests, and technical troubleshooting.
• Implement and improve ITIL-based practices for Incident Management, Problem Management, Change Management, and Service Request fulfillment.
• Establish KPIs and SLAs for service desk performance and end-user satisfaction.
• Ensure continuous improvement through root cause analysis, knowledge base updates, and user training initiatives
• Enterprise Applications & Strategic IT Initiatives
• Lead the implementation, integration, and lifecycle management of enterprise applications, including:

1. Microsoft Office Suite
2. Zscaler: Cloud security platform management, including ZIA/ZPA configurations and policy enforcement.
3. Microsoft Intune: Endpoint management and mobile device security policies.
4. RNODE: Manage regional node configurations and optimizations.
5. SD-WAN: Design and optimize wide-area network performance and reliability.
6. Coordinate with internal stakeholders and vendors to ensure smooth rollout of IT projects and system upgrades.
7. Evaluate emerging technologies for potential integration to improve business performance and security posture.

• 10+ years of experience in IT infrastructure and operations (preferably BPO/MNC), with at least 3 years in a management capacity.
• Strong hands-on experience in enterprise systems, virtualization (VMware/Hyper-V), and network architecture.
• Proven experience managing tools and platforms like Microsoft 365, Zscaler, Intune, and Network solutions.
• Familiarity with ITSM frameworks (e.g., ITIL) and tools like ServiceNow, ITSM, or JIRA.