Job description

Overview

ThoughtFocus, a product engineering, software solutions and ITES Company, provides business centric IT services and products to its clients globally. ThoughtFocus with its offices across US, Philippines and India has evolved long term partnerships with its clients to realize their business driven technology initiatives.

ThoughtFocus has a proven methodology to raise efficiencies and increase customer satisfaction. Our methodologies are aligned to a two-pronged approach focusing on research and practice. This has enabled ThoughtFocus to collaborate effectively with the client’s business and create dedicated centers of excellence for our clients.

Position Purpose

This person will be responsible to lead and manage the organization’s IT Infrastructure, systems, security, end-user management and IT operations. The candidate should have strong experience in IT infrastructure, cloud platforms, information security, identity and access management, asset and license management, vendor management, and IT service delivery. Lead the IT support team and collaborate closely with Engineering, DevOps, Security, HR, Finance, and other business functions.

Assess and identify appropriate solutions to be integrated into the systems operation and make recommendations for implementation.

Duties and Responsibilities

Lead, mentor, and develop a global IT Infrastructure support team.
Ensure timely resolution of internal/external customer requests.
Ensure availability, reliability, performance, and security of IT systems and services.
Manage corporate systems, internet connectivity, VPNs, endpoints, and related infrastructure.
Establish monitoring, backup, disaster recovery, and business continuity processes.
Analyze spending from a financial perspectives and publish reports to the stake holders.
Plan infrastructure capacity and technology upgrades proactively based on organizational growth plan.
Administer and govern cloud and SaaS platforms used across the organization.
Manage Microsoft Office 365 and other enterprise collaboration platforms, as applicable.
Work with delivery teams on cloud infrastructure requirements involving Azure, AWS, or GCP.
Identify unused or underutilized licenses and optimize software subscriptions, licensing, security, and IT costs.
Manage user identities, roles, permissions, and access controls across corporate systems.
Support security audits, risk assessments, vulnerability assessments and remediation activities.
Investigate user problems, identify their source, determine possible solutions, test and implement solutions, document for future reference.
Maintain inventories of hardware, software and other IT assets.
Support RFP/RFI responses, pre-sales activities, client technical discussions.
Audit systems and assess their outcomes
Ensures compliance of IT Security Policies; provides support in security management and supports networking and security services in LAN, WAN.
Responsibilities may require working in non-regular office hours in response to needs of the systems being supported.

Education, Knowledge, Experience, Skills and Abilities Required

Education and Experience:

Bachelor’s degree is mandatory.

Qualifications, Skills, and Experience

16+ years of experience in IT infrastructure management, systems administration, and IT operations, including at least 2 years in a leadership or managerial role.
Proven experience managing enterprise IT environments within software development, technology, or IT services organizations.
Strong leadership and people management skills, with the ability to build, mentor, and manage high-performing IT teams.
Excellent communication, stakeholder management, and interpersonal skills, with the ability to collaborate effectively across technical teams, business functions, and senior leadership.
Experience in technical solutioning, solution design, proposal preparation, effort estimation, and commercial costing.
Strong knowledge of Windows and macOS environments. Experience with Linux administration will be an added advantage.
Hands-on experience in networking technologies, including DNS, DHCP, VPNs, firewalls, LAN/WAN, and network security.
Experience provisioning, configuring, maintaining, and optimizing on-premises IT infrastructure, including managing the end-to-end change management process.
Strong experience with Microsoft 365, Microsoft Entra ID, Active Directory, Okta, or similar identity and access management platforms.
Hands-on experience administering and managing cloud infrastructure across Microsoft Azure, AWS, or Google Cloud Platform.
Experience defining, maintaining, and standardizing end-user device configurations, including golden images, automated provisioning, and deployment processes.
Working knowledge of endpoint management, Mobile Device Management (MDM), and endpoint security solutions.
Good understanding of cybersecurity principles, vulnerability management, endpoint protection, data loss prevention, and information security best practices.
Experience managing IT asset lifecycles, software licenses, vendor relationships, contracts, procurement, and IT budgets.
Ability to initiate, coordinate, and track infrastructure-related procurement requests, ensuring timely fulfilment and cost optimization.
Strong troubleshooting, analytical, documentation, and problem-solving skills, with the ability to manage complex technical issues and drive root cause analysis.
Sound understanding of ITIL practices, including incident, problem, change, request, and configuration management, with experience using IT Service Management (ITSM) platforms.
Experience supporting information security audits, compliance assessments, and certification programs such as ISO 27001, SOC 2, PCI DSS, or equivalent frameworks.
Strong customer service orientation, professional work ethic, accountability, and the ability to work independently while fostering effective teamwork.

Preferred / Additional Skills

Knowledge of DevOps practices and experience administering development and collaboration tools such as GitHub, GitLab, Bitbucket, Jira, Confluence, and CI/CD platforms.
Experience driving IT infrastructure modernization, automation, operational efficiency, and continuous service improvement initiatives.
Exposure to IT infrastructure capacity planning, business continuity, disaster recovery, and high-availability solutions.
Experience managing distributed IT infrastructure and supporting geographically dispersed teams across multiple locations.
Familiarity with cybersecurity managed services, security operations, and coordination with internal or external SOC teams.

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