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Job Description
Role Summary
You will lead IT operations across India (GCD and regional teams), serving as the single point of accountability for service delivery, team management, and business engagement. You play a critical role in supporting the expanding Hyderabad operations while ensuring full alignment with IQ‑EQ’s global technology standards.
Key Responsibilities
- You lead and manage the India IT support team, including L1/L2 local and remote support resources
- You act as the primary Technology point of contact for business stakeholders in India
- You ensure IT service delivery meets defined SLAs, KPIs, and global standards
- You provide monthly SLA and KPI reporting to Business and Group Technology
- You manage escalations, incident response, and problem management activities
- You lead major incident management, driving rapid resolution with minimal business impact
- You oversee joiners, movers, and leavers (JML), asset lifecycle management, and on‑site support operations
- You drive operational governance, reporting, and continuous service improvement initiatives
- You ensure compliance with security policies, audits, and regulatory requirements
- You coordinate closely with global teams (Infrastructure, Security, Applications, and Cloud) to ensure seamless service delivery
- You support office expansions, infrastructure rollouts, and capacity planning efforts
- You manage vendors and third‑party support providers effectively
- You build, mentor, and develop the local IT team
- You represent Technology in management forums and stakeholder meetings
- You gather business requirements and translate them into effective technology solutions
Technical Skills & Leadership Capabilities
- You have strong EUC expertise, including imaging, patching, and endpoint security
- You are proficient with Microsoft 365 (Exchange, Teams, SharePoint, Intune, Autopilot)
- You have hands‑on experience with Active Directory and Azure AD, including SSO, MFA, and Conditional Access
- You possess a solid understanding of networking fundamentals (LAN/WAN, VPN, Firewall)
- You are experienced with ITSM tools such as ServiceNow or similar platforms
- You understand and manage security tools including Microsoft Defender, Mimecast, and DLP solutions
- You have a working knowledge of backup and disaster recovery concepts
Audit & Compliance
- You have experience supporting audits and compliance frameworks such as ISO 27001, SOC, ISAE, MAS TRM, and DORA
- You support audits through evidence collection, remediation tracking, and documentation
- You conduct and manage access reviews and governance controls
Leadership Capability
- You perform effectively in high‑pressure environments
- You confidently manage major incidents and escalations
- You engage and communicate effectively with stakeholders and business leaders
- You collaborate successfully with global and cross‑functional teams
- You actively drive service performance, stability, and continuous improvement
Qualifications
Key Skills & Experience
- You have 8–12 years of experience in IT Infrastructure, EUC, or IT Support
- You bring hands-on team management experience
- You possess strong ITIL knowledge
- You have worked in a global or multi‑regional environment
- You demonstrate excellent communication skills
Key Outcomes
- You ensure SLA and KPI adherence
- You provide clear monthly reporting and visibility
- You consistently drive high CSAT scores
- You maintain stable and reliable IT operations
- You uphold a strong audit and compliance posture
Additional information
OUR COMMITMENT TO YOU AND THE ENVIRONMENT
As a forward-looking business, sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.
There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.
Our learning and development programmes and systems enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.
We’re committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our client’s sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.
Company description
ABOUT IQ-EQ
We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide.
We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top 15 private equity firms.
Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.
Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.
We’re driven by our Group purpose, to power people and possibilities.
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