Exec. IT Executive

Key Responsibilities

✅ Primary Responsibilities (R – Responsible)

• Resolve Level 3 IT tickets escalated from the IT Executive/Support teams within defined SLA timelines.
• Perform root cause analysis on recurring infrastructure issues.
• Manage complex system configurations, server administration, VM provisioning, storage arrays, and network devices (L3 switches, firewalls, etc.).
• Coordinate with internal teams and vendors for critical hardware failures, licensing, and data recovery incidents.
• Monitor logs, alerts, and security events from firewalls, endpoint protection systems, and servers.

🔒 Accountable (A – Accountable)

• Ensure smooth functioning of IT infrastructure, including:
• Data center/server room management (power, cooling, access control).
• Deployment and documentation of infrastructure upgrades and scale-outs.
• Capacity planning for storage, compute, and bandwidth.
• Data backups, disaster recovery drills, and endpoint recovery.
• Guarantee compliance to defined SLAs for incident resolution and project delivery.
• Drive IT infrastructure improvements to support changing business needs (e.g., cloud migration, NAS optimization, SD-WAN rollout, etc.).

🧠 Consulted (C – Consulted)

• Assist in technical evaluation of server-grade equipment, critical IT infrastructure, and advanced software tools.
• Engage in QCS evaluations for enterprise IT procurement involving server racks, NAS, managed switches, backup solutions, or networking backbone upgrades.
• Contribute expertise in project planning involving system migrations, data center refresh, or IT network redesign.

🔔 Informed (I – Informed)

• Stay aligned with all IT-related initiatives across the organization including:
• Infra expansion.
• Tool standardization.
• Security improvements.
• External vendor dependencies.

Audit & Compliance Responsibilities

• Assist in internal and external ISO audits (ISO 27001, 9001, etc.) by providing documentation, access logs, asset registers, and compliance reports.
• Maintain updated IT audit trails, ensure timely closure of audit non-conformities.
• Participate in monthly and quarterly audit reviews with stakeholders.

Incident Response & SLA Clause

• Adhere to and enforce the defined SLA metrics for incident response, resolution, and change control.
• Participate in incident post-mortems and implement corrective action plans for major outages or breaches.
• Maintain an incident response checklist and coordinate during security incidents and IT downtime.

KPIs (Technical POV Tracker)

• L3 Ticket SLA compliance rate.
• Mean Time to Resolution (MTTR) for infra incidents.
• Uptime of business-critical systems (target: 99.9%).
• Change request implementation success rate.
• Audit compliance score and NCR closure rate.

Reporting Tools & Systems

• Wrike (or your ticketing system), IT asset manager, endpoint protection dashboard, NAS logs, firewall logs, system health dashboards, audit registers.