Head of IT – Cloud Infrastructure & Support

Job Description

Job Title: Head of IT Cloud Infrastructure & Support

Location: Noida Sec 62

Employment Type: Full-time

Industry: Cloud Hosting, SaaS

Experience Level: 15+ Years

About Us

We are a fast-growing cloud hosting and SaaS company serving Indian SMEs with secure, high-availability hosting solutions for business-critical applications like Tally, ERP, and custom tools. With a team of 60+ and a strong sales and operations engine in place, we are now looking for a senior IT leader to drive our infrastructure and support functions.

Role Overview

We are hiring a Head of IT to take complete ownership of our technical operations across infrastructure and 24x7 support. The ideal candidate will be technically strong, process-driven, and capable of building structured, high-performance IT and support teams.

You will report directly to the CEO and work closely with department heads to ensure technical stability, security, scalability, and service excellence.

Key Responsibilities

1. Infrastructure Management

• Lead all cloud infrastructure operations including provisioning, hypervisors (e.g., VMware/Proxmox), backups, monitoring, security, and availability.
• Ensure high uptime, system reliability, performance optimization, and scalability.
• Drive infrastructure automation using tools like Ansible, Terraform, or similar.
• Manage virtualization platforms, storage systems, and network architecture.
• Optimize cost efficiency of infrastructure resources.

2. Support Operations (24x7)

• Oversee 24x7 customer support operations with defined SLAs and escalation management.
• Implement SOPs, checklists, documentation, and quality frameworks.
• Improve first-response time, resolution time, and customer satisfaction metrics.
• Set up dashboards and reporting systems to monitor team performance.
• Ensure structured shift management and incident response planning.

3. Security & Compliance

• Manage firewall systems (e.g., FortiGate), endpoint protection, log monitoring, and backup strategies.
• Conduct periodic infrastructure and security audits.
• Ensure adherence to data protection policies and best practices.
• Develop disaster recovery (DR) and business continuity plans (BCP).
• Proactively identify and mitigate security risks.

4. Team Leadership & Governance

• Lead and mentor Team Leads across Infrastructure and Support departments.
• Set KPIs, KRAs, and performance review structures.
• Build accountability frameworks and reporting hierarchies.
• Work with HR to hire and develop strong IT and support professionals.
• Foster a culture of ownership, discipline, and continuous improvement.

5. Strategic Contribution

• Define and implement the IT operations roadmap aligned with business goals.
• Recommend infrastructure upgrades and technology investments.
• Improve operational efficiency and customer experience.
• Support pre-sales or enterprise discussions from a technical operations perspective when required.

Qualifications

Must-Have

• 15+ years of experience in Infrastructure, Cloud Operations, or Managed IT Services.
• Strong hands-on experience with virtualization platforms (VMware, Proxmox, OpenStack, or CloudStack).
• Deep understanding of Linux & Windows servers, networking, firewalls (FortiGate preferred), and backup systems.
• Experience managing 24x7 support teams with defined SLAs.
• Strong knowledge of monitoring tools and automation frameworks.
• Proven team management and operational leadership experience.

Nice to Have

• Experience in cloud hosting for applications like Tally, ERP, or similar business applications.
• Exposure to multi-tenant cloud environments.
• Prior experience as Head of IT / IT Operations Manager / Infrastructure Head.

To Apply

Apply here or send your resume to contact@comhard.co.in

Visit: https://comhard.co.in