Support end-users and stakeholders with day-to-day IT issues, network infrastructure, and vendor coordination. Maintain and monitor network hardware and servers, implements security measures, and manages vendor relationships and SLAs. Partner with internal teams and external vendors across project lifecycles — from gathering requirements to post-go-live support and training.

Job Description

1. Support end-users' day-to-day issues with a solution-oriented approach.
2. Manage projects end-to-end — gathering requirements from end-users, proposing solutions in consultation with stakeholders and vendors, and coordinating with vendor project managers and teammates through each lifecycle and post-go-live.
3. Provide knowledge transfer and training materials to help end-users adopt new solutions.
4. Monitor, maintain, and troubleshoot network hardware and servers — routers, switches, firewalls, Windows servers, IP phones, security systems, and other company devices — including performance monitoring, security measures, and infrastructure upgrades, escalating to vendors as needed.
5. Configure, administer and support Microsoft 365 environment, including Entra ID, SharePoint, and Office applications.
6. Maintain the robustness of SAP server and other third-party server connections in collaboration with primary vendors.
7. Provide application support for ERP (SAP / Microsoft Business Central) and Salesforce, and coordinate with primary vendors for escalation.
8. Maintain an inventory of hardware, software, and IT assets; track lifecycle, ownership, and expenses.
9. Coordinate with vendors to procure services, solicit quotations, negotiate contracts and commercials, and manage vendor relationships and SLAs.
10. Document vendor interactions, network/server/equipment configurations, administration guidelines, and troubleshooting procedures for future reference.
11. Provide technical guidance to end-users and other IT staff on vendor-related matters.
12. Stay current on emerging technologies and best practices to improve infrastructure and vendor relationships.
13. Perform other duties as assigned by HOD from time to time.

Professional Experience

• Minimum 5 years in a similar role.
• Proven experience managing IT infrastructure, applications, and user support services.
• Experience in project management.
• Configuration and management of infrastructure and networks.
• Experience supporting ERP (SAP/ Business Central) and Salesforce is an advantage.

Education/Qualification

• Bachelor's degree in Computer Science, Information Technology, or related field.