Deputy General Manager - IT Infrastructure

Role & responsibilities: IT Service Delivery & Operations Overall responsibility for IT Service Delivery and performance for the BU / Line of Business. Act as the Service Delivery Leader for the BU, supporting all site IT managers and teams. Ensure 100% system availability with 24/7 support for production systems and critical applications (VMT, HHT, RFID, OCR, Web Portals, Weight Scale Integration, PDS / DGPS, etc.). Establish, monitor, and continuously improve service quality parameters across IT systems. Monitor daily SLAs, ticket volumes, and ticket ageing; drive timely issue resolution and root cause analysis. Submit monthly SLA and performance reports to HO and BU leadership. IT Business Applications Understanding of 2 tier and 3 tier Application architecture Saas Application understanding, Legacy application Collaboration with product and application teams for roll out of application IT Governance, Risk & Compliance Implement and monitor adherence to IT policies, procedures, and standards. Ensure PROD and DR setup across sites; conduct periodic DR and recovery testing as per business requirements. Own ISO and CO audit compliance for assigned sites; ensure audit closure and non-recurrence of issues. Maintain standard compliance and governance reports (monthly reports, ISO effectiveness matrix, CEO reports, SLA dashboards, etc.). Manage IT risk identification, mitigation, and security assessments in collaboration with Central Security teams. Infrastructure, Security & Network Management Manage IT systems and security infrastructure (firewalls, ISE, proxy servers, MPLS, internet access) in consultation with Central teams. Capacity planning for network and IT infrastructure, considering future business growth and requirements. Establish IT health checks, monitoring frameworks, and proactive alerting mechanisms. Ensure regular maintenance, refresh, and optimal utilization of IT resources. Project & Change Management Lead, plan, and execute implementation of new IT systems and enhancements to existing systems. Define requirements, scope, and delivery plans for site-level IT improvement projects in consultation with stakeholders. Ensure proper documentation of projects, manuals, SOPs, and change requests; approve final versions. Manage software installations, upgrades, version control, replication, backups, and recovery procedures. Stakeholder & Vendor Management Work closely with Operations and BU stakeholders to understand, define, and deliver IT solutions aligned to business needs. Proactively liaise with internal departments to ensure seamless IT support. Manage relationships with software and hardware vendors to ensure reliable, cost-effective service delivery. Prepare and maintain escalation matrices for site-level IT operations. Budget & Resource Management Prepare and manage IT budgets in consultation with BU Site IT Stakeholders and Central IT teams. Monitor IT expenses and ensure conformance to approved budgets. Support procurement activities including preparation of purchase requests for IT assets and services. Monitor and drive efficiency and performance of BU IT teams. Leadership & Reporting Provide direction and guidance to site IT teams, driving service improvement and operational excellence. Host, organize, and attend BU HOD meetings and audits related to IT service delivery. Perform any other duties assigned by the Director IT. Preferred candidate profile: Engineering Graduate or Equivalent in Computer / IT Prince2 / PMP / ITIL EXCELLENT A Grade Communication Skills