Manager - IT Support

Responsibilities & Key Deliverables Key Responsibilities 1. System Management & Oversight Oversee the performance, maintenance, and enhancement of: Proprietary CRM platform Company website and digital assets HR Management System (HRMS) Ensure system uptime, reliability, and performance optimization. Identify and implement process improvements and automation opportunities. 2. Vendor & Partner Management Manage relationships with external IT vendors, developers, and service providers . Define project scope, timelines, deliverables, and SLAs. Monitor vendor performance and ensure adherence to quality standards. Negotiate contracts, pricing, and service agreements. Coordinate issue resolution and escalation with vendors. 3. Project Management Lead IT projects including system upgrades, integrations, and new implementations. Develop project plans, timelines, and budgets. Ensure timely and cost-effective execution of projects. Coordinate with internal stakeholders to define requirements and priorities. 4. Business Alignment & Stakeholder Management Collaborate with departments (Sales, Marketing, HR, Operations) to understand system needs. Translate business requirements into technical solutions with vendor support. Provide regular updates to management on IT initiatives and system performance. 5. Data Security & Compliance Ensure data security, backups, and disaster recovery plans are in place. Monitor compliance with internal policies and applicable regulations. Implement best practices for cybersecurity and access controls. 6. User Support & Training Ensure effective user support for CRM, website backend, and HRMS. Coordinate training sessions for employees on system usage. Maintain documentation for systems, processes, and troubleshooting. 7. Budgeting & Cost Control Prepare and monitor IT budgets. Optimize IT spending while maintaining service quality. Track vendor billing and ensure cost efficiency. Preferred Industries Automotive Industry Automobile Education Qualification Key Requirements Education Bachelor’s degree in Information Technology, Computer Science, or related field MBA or relevant certifications preferred Experience 6–10 years of experience in IT management or similar roles Proven experience managing: CRM systems Websites / web platforms HRMS or enterprise systems Strong experience in vendor management and outsourcing environments General Experience 6-10 years of experience Critical Experience Skills & Competencies Strong project management and coordination skills Excellent vendor negotiation and management skills Good understanding of: Web technologies (front-end/back-end basics) CRM workflows and integrations HRMS functionalities Strong problem-solving and analytical ability Effective communication and stakeholder management skills Knowledge of data security and compliance frameworks Key Performance Indicators (KPIs) System uptime and performance metrics Project delivery timelines and budget adherence Vendor performance and SLA compliance User satisfaction and issue resolution time Cost optimization and budget management Preferred Attributes Experience working in organizations with custom-built / proprietary platforms Ability to work in a fast-paced, cross-functional environment Strong ownership mindset and accountability System Generated Secondary Skills