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VP (IT Operations)
Role
VP, IT Operations
Reporting to
SVP (IT)
Function
Technology
Level
Grade
L3
G4
Experience
12 – 16 Years
Age Criteria
Maximum age 41 years (till 30 May 2015)
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Role Description
The VP, IT Operations will manage, oversee, supervise the entire IT operations of the systems in
GSTN. The position is to govern IT engagements in GSTN and to enable, manage and maintain 24x7
operations of IT systems to users and stakeholders across the country that is run by GSTN and its
service provider / partners. He will be responsible for ensuring adherence to best IT practices,
organisation’s policies, standards, procedures for IT operations. The position provides leadership in
execution of allIT activities of GSTN.
The role holder would also be responsible for ensuring the implementation and monitoring of the
security guidelines and processes at the IT hardware/ software/ network system level in order to
protect GSTN from potential security breaches
Key Responsibilities
Strategy Design & Implementation
►
Provide relevant inputs in the Technology Strategy providing specialized inputs on running and
maintenance of various applications and infrastructure (including DC/ DR) on an ongoing basis
►
Provide inputs to the overall budget from operations and maintenance standpoint during internal
budgeting exercise
►
Provide inputs to R&D team on Best Practices, methods and emerging technologies in the
related domain; Support in evaluating their applicability and feasibility for implementation at
GSTN
►
IT Operations and Maintenance
►
Govern & Manage 24x7 operations and maintenance of IT systems inside GSTN or from
Managed Service Partner (MSP)
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►
Study and recommend procedures and practices to improve operational efficiency of the
applications and infrastructure developed and implemented in the organization; Liaise with the
SIs/ MSPs/ Consultants to discuss the feasibility of the same
►
Ensure the complete transfer of knowledge from the System Integrators to the GSTN Team to
ensure upkeep and maintenance of the developed applications and infrastructure
►
Ensure efficient maintenance and deployment of the developed applications and infrastructure
implemented at GSTN
►
Ensure 24X7 availability of all DC and DR hardware / software and database resources to
facilitate smooth operations of the Technology Division
►
Develop mechanisms for obtaining feedback on the functioning of IT services in the organisation
and ensure timely resolution of user queries as per defined Organisational guidelines
►
Maintain the operational integrity of the technologies and services provided. The operations VP
must keep the hardware and software functioning. Use monitoring applications to track
performance and availability of the systems. Ensure prompt response and resolution when
outages occur or are imminent.
►
Ensure that the information systems processes and products are fully and correctly defined and
documented.
►
Facilitate implementation and adherence to relevant policies, SOPs and standard practices
related to IT Operations, Service Management, and Information Security.
►
Ensure that, as the work volume grows, process and capabilities of IT systems and know-how
meet or exceed business requirements for cost, quality and responsiveness.
►
Guide and coordinate with the business to ensure continuous process and technological
improvements.
►
Provide visible leadership to the implementation, operations and support of IT systems from
operations perspectives.
►
Coordinate implementation and management of Information Security initiatives.
►
Risk management related to IT operations and Service delivery, including DR operations,
Business Continuity Management etc.
►
Continuous improvements in the systems through Change management change/new technology
implementation by taking requirement inputs from business, and focus on cost, delivery and
Service management.
►
Integration of new systems with the existing IT System.
►
Contribute to development and execution of Information Technology strategy in synchronization
with business strategy, and work closely with the IT team on all technology related plans, goals
and strategy.
►
Suggest process and technology innovation, upgradation to the business, keeping in mind future
trends.
►
Serves as the technical and communications liaison to and from stakeholders and key users for
communications, initiatives, assessments, etc.
►
Coordinates escalated technical support that requires an on-site presence (server, storage,
virtualization or backup), including data backup recovery. Supervises complex software/hardware
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troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and in
accordance with established SLAs.
►
Relationship management with MSPs & OEMs for smooth service management
►
Reporting all aspects of IT operations and maintenance, including Service level managements,
adherence to Service Delivery to senior leadership and conducting regular governance meeting
with MSPs, OEMs, Internal teams and concerned stakeholders for smooth and optimal
performance
►
Develop mechanisms for obtaining feedback on the adherence to agreed SLA to ensure effective
functioning of the Operations and Maintenance sub function
►
Proactively assess the capacity of the existing applications and infrastructureand provide advice
on enhancements required in the future
►
Ensure effective implementation of testing architecture and timely testing of the installed systems
►
Ensure protection of the IT infrastructure and applications developed and implemented in the
Organisation from potential security breaches and ensure a secure environment by implementing
security protocols and procedures for data backup, storage and access norms in order to ensure
data integrity
►
Collaborate with Information Security team to implement risk mitigation strategies including
implementation of a disaster recovery mechanism for IT systems
►
Oversee the Physical Maintenance of the DC/DR facility to ensure safety and security of the data
stored within the system and thus prevent misuse
►
Oversee the finalization of the empanelment of Vendors for the physical maintenance of the
DC/DR Facility or applications or infrastructure and periodically evaluate their performance in
order to ensure adherence to agreed Service Level Agreements
People Development

Take an active role in recruitment of incumbents into own team.

Conduct formal performance appraisal and provide developmental feedback for own team

Identify training needs of subordinates and provide functional training inputs through internal and
external sources
Others
►
Identify the change requests related to applications and infrastructure; Ensure incorporation of
the same
►
Provide technical support to the Vendor/ Consultant Team etc. as & when required
►
This position requires the ability to create, manage and maintain effective relationships with a
wide range of individuals and groups to provide technical and managerial counsel, and to
influence others with a broad array of information.
►
The position requires the ability to manage staff who possess highly technical skills and abilities,
and who function in a rapidly changing environment.
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Key Interfaces:
External:
Internal:

Services Vertical

Large IT Service providers

Support Vertical

OEMs

Finance

Central Govt / State Govt officials
Key Attributes & Skills:

B.E./ B.Tech / MCA with Min. 15 years’ experiencein IT out of which atleast 7 years must be in IT
operationsand service management for large Data centre setups

Must have led a team of atleast 50 IT resources for O&M of large IT setup

Certifications : ITILframework mandatory. Knowledge of relevant ISO standards like ISO 20000,
ISO27001, ISO22301, CoBIT framework etc.

Understanding of Governance, Risk and Compliances in IT management

Experience in the IT Function of a Start-Up Organisation / providing IT Consulting services to a StartUp Organisation is preferred

Good understanding of financial aspects relating to the IT operations and maintenance

Preference :
o Hands-on experience in two or more key IT domains e.g. OS, virtualization, DB, Network &
Security etc.
o Experience in management and maintenance of large databases, ensuring their optimisation
as regards to performance, consistency, integrity and security
o Good understanding of Information security initiatives in large data centres for a strong
security posture
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