IT Operation Support Specialist

Job Description

Job Title: IT Operation Support Specialist Business Function/Sub Function: IT Infra & Operation Location : Noida, India Position Overview: We are looking for a highly accomplished IT Infrastructure, Operations, and ITSM Specialist to join the GEDU IT Infra & Operations Team at our Noida office. This role requires a dynamic professional with expertise in IT infrastructure, operations, network support, and IT service management, along with hands-on experience in Microsoft Azure, Office 365, and endpoint security solutions. The ideal candidate should have a strong technical background, proven leadership skills, and a user-centric approach. They will be responsible for leading IT support teams, ensuring the stability and security of IT infrastructure, and driving operational excellence. Working across multiple time zones as per business needs, they will collaborate with product managers, architects, and R&D teams to enhance IT services and align technology strategies with business objectives. This role demands a proactive mindset, the ability to manage critical IT projects, and a focus on continuous improvement, automation, and security compliance. If you are passionate about delivering seamless IT experiences, driving innovation, and building robust IT operations, we encourage you to apply. Key Responsibilities: IT Infrastructure & Operations Management Oversee the design, implementation, and maintenance of IT infrastructure, including cloud, on- premise, and hybrid environments. Manage Azure Active Directory, Entra ID, Office 365, and endpoint security solutions to ensure seamless IT operations. Monitor system performance, availability, and security to proactively address potential risks and minimize downtime. Ensure effective backup, disaster recovery, and business continuity planning for IT services. IT Service Management (ITSM) & Support Lead incident, problem, change, and service request management in alignment with ITIL best practices. Establish and enforce ITSM processes and SLAs to ensure prompt and effective resolution of IT issues. Maintain and update ITSM documentation, including SOPs, knowledge base articles, and system documentation. Collaborate with cross-functional teams to enhance service efficiency and user experience. Security, Compliance & Identity Management Implement and manage security baselines, compliance policies, and endpoint security solutions (e.g., Microsoft Defender, Purview). Oversee Multi-Factor Authentication (MFA), Single Sign-On (SSO), and Privileged Identity Management (PIM) for enhanced security. Ensure compliance with global security standards and regulatory requirements. Manage Zero Trust principles and enforce security hardening practices. Team Leadership & Vendor Management Lead and mentor a team of IT support engineers, ensuring high performance and continuous skill development. Manage relationships with third-party vendors and service providers, ensuring SLA adherence and prompt resolution of escalations. Drive collaborative problem-solving and knowledge sharing across the IT team. Automation & Process Optimization Develop and automate IT workflows using PowerShell scripting and Microsoft Graph API. Continuously optimize IT processes and drive innovation to improve operational efficiency. Identify opportunities to reduce manual effort and enhance self-service capabilities. Networking & Cloud Infrastructure Administer network services, firewalls, VPNs, and hybrid cloud integrations for secure connectivity. Oversee Azure Virtual Networks, ExpressRoute, VPN Gateways, and hybrid identity management. Troubleshoot and optimize network and cloud configurations for performance and security. Project & Stakeholder Management Manage IT infrastructure projects, upgrades, and migrations based on business requirements. Collaborate with business leaders, product managers, and R&D teams to align IT strategies with organizational goals. Provide regular reports and insights on IT performance, risks, and improvement plans. Qualifications: Bachelors degree in computer science, Information Technology, Engineering, or a related field. A masters degree in IT Management or related disciplines is a plus. Professional Certifications (Preferred but not mandatory): Microsoft Certifications: Microsoft Certified: Azure Administrator Associate (AZ-104) Microsoft Certified: Identity and Access Administrator (SC-300) Microsoft 365 Certified: Modern Desktop Administrator Associate IT Service Management (ITSM) & Security Certifications: ITIL v4 Foundation (or higher) for ITSM best practices CompTIA Security+ or CISSP for security management Networking Certifications: Cisco CCNA/CCNP, Aruba, or Arista networking certifications are a plus Work Experience: 3 to 7 years of experience in IT Infrastructure, Operations, ITSM, and Network Administration. Hands-on experience in Microsoft Azure, Office 365, Entra ID, Intune, and Endpoint Security. Strong knowledge of ITIL processes, service management tools, automation, and PowerShell scripting. Proven experience in leading IT support teams, managing IT projects, and collaborating with cross-functional teams. Key Skills & Competencies: Deep expertise in cloud, hybrid IT environments, and IT service management. Strong problem-solving skills and the ability to troubleshoot complex technical issues. Excellent communication, leadership, and stakeholder management skills. Ability to work across different time zones as per business needs. Strong analytical mindset, with a focus on continuous improvement and automation. Join us on this exciting journey!