Customer Support Admin IT

1. Infrastructure Surveillance equipment Data Centre CCC Management:
   • Oversee and manage the performance availability and reliability of all IT infrastructure systems (Surveillance DDS EV servers storage networks cloud services optical fibre Kiosk control room and data centres).
   • Field Surveillance Equipment including cameras (FIXPTZANPRRLVD etc. and related infrastructure like Outdoor cabinets Poles UPSs etc
   • IOT Devices Like Variable Message display Boards Environmental Sensors PA system ECB etc
   • Ensure that infrastructure components are properly maintained updated and aligned with business needs.
   • Managing ATCS Video Analytics Traffic analytics system
   • Managing Command and control centre along-with hardware and software including video wall Video Management system etc
2. Incident & Problem Management:
   • Lead incident management processes to ensure rapid resolution of IT infrastructure-related issues.
   • Proactively identify and resolve recurring issues to minimize system downtime.
   • Ensure incidents and problems are logged tracked and resolved in a timely manner.
3. System Monitoring & Performance Optimization:
   • Implement and manage infrastructure monitoring tools to track system health performance and security.
   • Perform regular system health checks and optimize system performance to ensure smooth operations.
   • Ensure effective disaster recovery processes and business continuity planning are in place.
   • Performing corrective and preventive maintenance to maintain SLAs

1. Security & Compliance:
   • Manage IT security operations ensuring all infrastructure is secure from cyber threats and vulnerabilities.
   • Enforce compliance with organizational security policies regulatory standards and industry best practices.
   • Conduct regular security audits vulnerability assessments and risk management exercises.
2. Team Leadership & Collaboration:
   • Lead IT Infrastructure & field team ensuring they are equipped with the skills and resources to manage day-to-day operations.
   • Collaborate with other IT teams and departments to support infrastructure needs for new projects upgrades and changes.
   • Interacting and co-ordinating with all stakeholders from different departments like police municipal corporation etc for managing day to day operations
3. Capacity Planning & Budgeting:
   • Plan for future infrastructure capacity requirements and ensure that the infrastructure can scale to meet growing demands.
   • Manage infrastructure budgets ensuring cost-effective solutions for hardware software and services.

Propose upgrades and improvements while staying within budget constraints.

1. Vendor & Stakeholder Management:
   • Manage relationships with third-party vendors and service providers for infrastructure support and services.
   • Coordinate with internal stakeholders to ensure IT infrastructure supports business goals and requirements.
   • Negotiate contracts service level agreements (SLAs) and ensure vendor performance meets expectations.
   • Interaction with customer on daily basis regarding project updates and issue/escalation management
   • Representing in client meetings & consultant
2. Change Management & Project Support:
   • Oversee infrastructure-related change management processes ensuring that changes are implemented smoothly with minimal disruption.
   • Support the implementation of IT projects ensuring that infrastructure requirements are met.
3. Documentation & Reporting:
   • Maintain detailed documentation on infrastructure architecture configurations and operational procedures.
   • Provide regular reports to senior management on infrastructure performance incidents security status and ongoing initiatives including but not limited to Corrective maintenance Preventive maintenance RCA.
   • Keeping track of vendors contracts billings and tenures