Associate Manager - End User Support

Role              : End User Associate Manager

Location       : IBC Knowledge Park, Bengaluru

Reporting to : IT Infrastructure Manager

Team name   : IT Infrastructure Team

About the Team and the Role

The IT Infrastructure Team at Ather is responsible for managing infrastructure at the site to ensure stable and secure operations, including the optimization of end-user support, hardware, and network communications.

This role is for an End User Associate Manager who will oversee end-user customer service and direct activities to resolve hardware and software problems in a timely and accurate fashion. You will be responsible for developing and supporting key functional areas such as remote support and hands-on assistance for server and network infrastructure.

Responsibilities

• Manage site infrastructure to ensure stable operations and oversee end-user customer service for hardware and software issues.

• Support and optimize key functional areas including hardware support, remote support, and network infrastructure.

• Actively engage across all departments and meetings to ensure effective communication and coordination.

• Collect and record performance metrics, service levels, server status, and system outage data.

• Deliver and analyze regular reports on system performance and data on a daily, weekly, or monthly basis.

• Manage assets and software, including inventory, allocation, and ensuring software compliance.

• Partner with and manage external vendors to support hardware, software, and operational requirements.

• Direct experience with security tools including anti-virus, firewalls, DLP, and intrusion detection systems.

Experience and Qualifications

• Graduation – BE, BSC, MSC or similar field.

• 5 to 8 years of experience managing IT for a site or branch of 500 - 800 users.

Must Have Competencies

• Demonstrate extensive technical knowledge of network technologies, virtualization, and end-user tools.

• Possess advanced understanding of the ITIL Framework and process-driven methodologies.

• Exhibit proficiency in managing infrastructure security including firewalls, Proxy, DLP, and WAF.

• Apply expertise in site management with at least 1 year of experience as an IT Lead or Site Manager.

Good to have Competencies

• Maintain familiarity with cloud platforms such as AWS and GCP.

• Demonstrate knowledge of risk assessment tools, technologies, and methods.

• Hold relevant certifications such as Microsoft Certified, ITIL, CompTIA, or MAC Certified.

• Possess a fair understanding of video conferencing technologies and related software.

Want to know more?

At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.