About the role
Responsibilities:
- Build a scalable and resilient infrastructure estate.
- Define LAN, WAN, Wi-Fi, SD-WAN/MPLS, bandwidth and redundancy standards by site type and business criticality.
- Own data-centre operations, backup, disaster recovery and business continuity for enterprise systems.
- Build monitoring, alerting and auto-remediation so growth does not require linear growth in support headcount.
Make expansion repeatable:
- Create the standard deployment blueprint and go-live SLA for every new dark store and distribution centre.
- Drive zero-touch or low-touch provisioning, standard bills of material and remote diagnostics to reduce one-off site builds.
Run world-class IT services:
- Lead the NOC, Service Desk and regional field teams against clear service levels and escalation mechanisms.
- Reduce repeat incidents through problem management, root-cause elimination and automation rather than recurring firefighting.
- Provide clear, timely business communication during high-severity incidents and own recovery through closure.
Strengthen security, compliance and governance:
- Partner with the CISO on endpoint security, network segmentation, firewalls, identity and access controls.
- Own infrastructure readiness and closure of findings for ISO 27001 PCI-DSS, SOC 2 and applicable data protection requirements.
- Define and maintain IT policies, operating standards, asset controls and lifecycle governance.
Own cost and vendor outcomes:
- Own infrastructure capex and opex across connectivity, devices, hosting, licences and support contracts.
- Negotiate and manage telecom, ISP, hardware OEM, systems integrator and AMC partners across India.
- Improve cost per dark store and cost per DC year on year while maintaining or improving reliability.
- Build the organisation.
- Build a distributed organisation with strong regional ownership and a clear escalation path from field teams to NOC to leadership.
- Hire, coach and develop leaders who can run the operation independently and raise the bar on service discipline.