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Job Title: Head – IT Infrastructure & Services
Location: Bangalore
Reporting To: Chief Technology Officer (CTO)
Role Overview
The Head of IT Infrastructure & Services will be responsible for designing, operating, and scaling a robust, secure, and cost-efficient IT backbone to support a large, distributed logistics network. This role will ensure high availability of IT systems across corporate offices, hubs, branches, and last-mile operations, while enabling seamless integration with digital platforms and applications.
The role requires strong leadership across enterprise infrastructure, network connectivity, end-user computing, DevOps/platform engineering, and IT service management, with a sharp focus on uptime, scalability, and operational excellence.
Key Responsibilities
1. IT Infrastructure Strategy & Leadership
- Define and execute a hybrid infrastructure strategy (cloud + on-prem + edge at hubs) aligned with business growth and shipment scale
- Establish reference architectures for high availability, fault tolerance, and horizontal scalability
- Drive capacity planning models based on shipment volume forecasts and peak season spikes
- Implement FinOps practices to optimize cloud and infra spend (right-sizing, reserved instances, usage governance)
- Standardize infrastructure through automation, templates, and policy-driven provisioning
- Build long-term technology roadmap for infra modernization (containerization, microservices enablement, edge computing where required)
2. Enterprise Infrastructure (Cloud & Data Centers)
- Manage cloud platforms (AWS/Azure/GCP) including compute, storage, networking, and managed services
- Oversee on-prem data centers including virtualization (VMware/Hyper-V), server lifecycle, and storage systems
- Design and maintain Disaster Recovery (DR) and Business Continuity (BCP) with defined RPO/RTO targets
- Implement backup strategies (snapshotting, replication, archival policies) and periodic DR drills
- Ensure high availability architecture using load balancers, auto-scaling, and failover mechanisms
- Drive adoption of Infrastructure-as-Code (Terraform/CloudFormation) for consistent environment provisioning
3. Network & Connectivity
- Design and manage WAN architecture (MPLS/SD-WAN/VPN) connecting hubs, branches, and franchisee locations
- Ensure last-mile connectivity resilience through multi-ISP failover and bandwidth optimization
- Manage LAN and warehouse Wi-Fi networks optimized for scanning devices and operational throughput
- Deploy and manage network security layers (firewalls, segmentation, zero-trust principles in coordination with CISO team)
- Implement real-time network monitoring (NOC) with proactive alerting and root cause diagnostics
- Optimize network performance for latency-sensitive applications (tracking systems, rider apps, scanning systems)
4. End User Computing (EUC) & IT Support
- Manage lifecycle of end-user devices (laptops, desktops, handheld scanners, mobile devices, thermal printers)
- Implement endpoint management solutions (MDM/MAM, patch management, remote troubleshooting tools)
- Ensure availability of critical hub hardware systems (barcode scanners, label printers, weigh scales)
- Operate centralized IT helpdesk (L1/L2) with defined SLAs and escalation mechanisms
- Build regional field IT support model for on-ground issue resolution at hubs and branches
- Maintain asset inventory systems with tracking, depreciation, and refresh cycles
5. DevOps & Platform Engineering
- Build and manage CI/CD pipelines for application deployment across environments
- Implement Infrastructure-as-Code and configuration management for repeatable deployments
- Establish observability stack (metrics, logs, tracing using tools like Prometheus, ELK, Grafana, etc.)
- Drive containerization and orchestration (Docker, Kubernetes) for scalable application deployment
- Enable environment standardization across dev, staging, and production
- Collaborate with engineering teams to improve release velocity, system reliability, and rollback mechanisms
6. IT Operations & Service Management (ITSM)
- Implement and govern ITIL processes (incident, problem, change, release management)
- Establish central command center / control tower for real-time monitoring of infra and services
- Define and track SLA/SLI/SLO metrics for infrastructure and IT services
- Drive root cause analysis (RCA) and preventive actions for recurring incidents
- Manage vendor SLAs, escalations, and service delivery performance reviews
- Implement automation in IT operations (self-healing systems, auto-ticketing, runbook automation)
7. Collaboration with Cybersecurity
- Partner with CISO team to implement secure infrastructure architecture and controls
- Ensure compliance with regulatory requirements (DPDP, ISO standards, internal audits)
- Support vulnerability management and patching cycles across infra and endpoints
- Implement identity and access management controls (least privilege, role-based access)
- Ensure secure network design including segmentation and access controls
- Participate in incident response and security breach handling
8. Vendor & Stakeholder Management
- Evaluate and onboard technology vendors for cloud, network, hardware, and tools
- Negotiate and manage contracts, SLAs, and cost optimization initiatives
- Track vendor performance through KPIs and periodic service reviews
- Collaborate with product and engineering teams for infra requirements and capacity alignment
- Work with business stakeholders to ensure minimal disruption to operations
- Drive standardization across vendors and platforms to reduce complexity
9. Team Leadership & Capability Building
- Build and manage teams across infra, network, EUC, DevOps, and ITSM functions
- Define roles, KRAs, and performance metrics aligned to business outcomes
- Develop succession planning and leadership pipeline within the team
- Drive training programs on new technologies and tools
- Foster a culture of automation, accountability, and continuous improvement
- Ensure strong cross-functional collaboration with engineering, security, and operations
Key Metrics / KPIs
- Ensure high infrastructure and network uptime (99.9%+ for critical systems) across hubs, branches, and digital platforms
- Drive rapid incident detection and resolution (low MTTD/MTTR) with strong service reliability
- Maintain high IT service quality through SLA adherence and strong end-user satisfaction
- Optimize infrastructure and cloud costs (cost per shipment, utilization efficiency, vendor performance)
- Ensure system scalability and peak readiness to handle surge volumes without performance degradation
- Drive operational excellence in change and DR management (high change success rate, RPO/RTO adherence)
- Maintain strong security hygiene across infrastructure (patch compliance, vulnerability closure, endpoint coverage)
- Ensure audit and regulatory compliance readiness (DPDP, internal/external audits with minimal observations)
Required Qualifications & Experience
- Bachelor’s degree in Engineering, Computer Science, or related field (Master’s preferred)
- 15–20 years of experience in IT infrastructure and operations, with at least 5–7 years in leadership roles
- Proven experience managing large-scale, distributed IT environments (logistics, retail, telecom, or similar industries preferred)
- Strong exposure to hybrid infrastructure (cloud + on-prem)
- Experience in managing network infrastructure across multiple locations
- Hands-on understanding of DevOps, automation, and modern infrastructure practices
- Strong knowledge of ITIL frameworks and service management
Preferred Skills
- Experience in high-transaction, real-time operational environments
- Familiarity with logistics operations (hubs, warehouses, last-mile delivery systems)
- Exposure to FinOps and cost optimization strategies
- Strong problem-solving and decision-making abilities
- Excellent stakeholder management and communication skills
Leadership Competencies
- Strategic thinking with strong execution focus
- Ability to operate in high-pressure, uptime-critical environments
- Cross-functional collaboration and influence
- Data-driven decision making
- Customer-first mindset (internal & external users)
Nice to Have Certifications
- ITIL (v3/v4)
- Cloud certifications (AWS/Azure/GCP)
- PMP / Prince2
- TOGAF (optional)
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