DGM/GM

Key Responsibilities

A. IT Infrastructure Operations

• Manage day-to-day IT infrastructure operations across on-premises, cloud, and hybrid environments.
• Ensure high availability, reliability, scalability, and performance of IT infrastructure services.
• Oversee server administration, storage, virtualization, network infrastructure, and data center operations.
• Manage Windows and Linux server environments, Active Directory, DNS, DHCP, and related infrastructure services.
• Monitor infrastructure health, capacity, performance, and availability using appropriate monitoring tools.
• Ensure timely resolution of infrastructure incidents, service requests, and operational issues.

B. Network and Security Operations

• Oversee LAN, WAN, Wi-Fi, VPN, firewall, routing, switching, and network connectivity operations.
• Coordinate with cybersecurity teams to implement infrastructure security controls and policies.
• Ensure timely patching, vulnerability remediation, access reviews, and configuration compliance.
• Support identity and access management, privileged access management, and endpoint security initiatives.
• Ensure infrastructure operations comply with applicable security standards and organizational policies.

C. IT Service Management

• Own infrastructure incident, problem, change, and request management processes.
• Establish and monitor SLAs, KPIs, service availability, and operational performance.
• Lead root cause analysis for major incidents and implement corrective and preventive actions.
• Ensure effective change management, release coordination, and maintenance planning.
• Maintain SOPs, operational runbooks, escalation matrices, and infrastructure documentation.
• Drive continual service improvement in line with ITIL best practices.

D. Cloud and Virtualization Management

• Manage infrastructure hosted on platforms such as AWS, Microsoft Azure, or Google Cloud, as applicable.
• Oversee virtualization technologies such as VMware vSphere, Hyper-V, or equivalent platforms.
• Optimize cloud resource utilization, infrastructure performance, and operating costs.
• Support cloud migration, infrastructure modernization, automation, and hybrid cloud initiatives.
• Ensure appropriate governance, access controls, backup, and monitoring for cloud environments.

E. Backup, Disaster Recovery and Business Continuity

• Ensure regular backups, successful backup verification, and periodic restoration testing.
• Develop, maintain, and test disaster recovery and business continuity plans.
• Define and monitor Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
• Coordinate disaster recovery drills and document test outcomes and remediation actions.
• Ensure critical business systems meet agreed recovery and availability requirements.

F. Team and Vendor Management

• Lead, mentor, and develop infrastructure engineers, system administrators, network engineers, and support teams.
• Define team objectives, shift schedules, escalation procedures, and performance expectations.
• Manage third-party service providers, OEMs, cloud providers, and infrastructure vendors.
• Review vendor performance, service delivery, contracts, and SLA compliance.
• Manage infrastructure budgets, renewals, procurement, licensing, and asset lifecycle planning.

G. Project and Process Management

• Plan and execute infrastructure upgrades, migrations, deployments, and technology refresh projects.
• Coordinate with application, security, business, and service desk teams to support business requirements.
• Drive automation, standardization, and reduction of repetitive operational tasks.
• Maintain infrastructure inventory, configuration records, and lifecycle management plans.
• Prepare operational dashboards, management reports, risk registers, and capacity forecasts.