Job Title

Senior Executive – IT Operations

Function

IT

Reporting to

Manager – IT Operations

Responsible for day to day handling of the IT requirements in the RO / PUD / DC including maintenance of network facilities, general IT troubleshooting, helpdesk support etc.

• Ensure effective and timely resolution of queries of RO/PUD/DC employees with respect to IT systems and hardware facilities to ensure seamless business operations
• Ensure effective and timely resolution of customer queries with respect to systems and hardware facilities installed on their systems to facilitate efficient linkage with Blue Dart’s operations
• Ensure adherence to all Standard Operating Procedures (SOPs), service level guidelines and policies pertaining to the IT function e.g. IT security related systems and procedures, IT policy manual firewalls, asset procurement and maintenance guidelines, user entitlements for laptop, data card, etc. at the PUD/DC
• Responsible for the smooth functioning of EDP processes at the RO/PUD/DC
• Ensure 100% on time data capture during the in-scan and out-scan processes – to be removed
• Ensure Image Scanning and upload of proof of deliveries / delivery challahs in the database at the RO/PUD/ DC as per timelines
• Implement modules to support multi-level billing through technology solutions for both the operations teams and the customers
• Meet existing customers to maintain, develop and understand their MIS requirements and fulfill the same in conjunction with relevant departments
• Monitor network devices such as LAN, OTM devices, Wi-Fi, Voice and other infrastructure to ensure smooth conduct of business operations in the RO/PUD/ DC
• Conduct preventive and reactive maintenance of all equipment’s and systems in a timely manner to ensure minimum downtime of systems
• Ensure data security in the RO/PUD/DC through appropriate use of security systems and firewalls
• Take daily data back-up for all systems on a regular basis to ensure minimum data loss and resolve any back-up issues that may arise

• Manage network infrastructure in the Hub to ensure adequate connectivity with minimal downtime (less than 0.01%)
• Ensure regular cleaning up of the physical IT assets (desktops, printers, etc.)
• Maintain up-to-date IT inventory database and the IT vendor/ suppliers database for the Hub
• Provide support for the implementation of various IT applications like C2PC, Navision, etc. and other basic applications (MS Office, Adobe etc.) to ensure their smooth functioning; Also service any operational issue as may occur either under warranty or through AMC contracts
• Educate employees at the RO/PUD/DC on latest updates related to technologies & business applications

1.

Ensure on time support to internal and external customers on their IT issues / queries

• % Adherence to overall IT service quality in terms of TATs in RO/PUD/ DC for
  • Resolution of IT Queries / Issues of internal users
  • Resolution of IT issues w.r.t. Blue Dart applications for external customers

·   Instances of non-compliance with defined SOPs, guidelines and service quality parameters

·   Ensure 100% capture of Airway Bills

·   Adherence to maintenance of set time lapse between POD entry and Central database upload for BDE LAN locations, BDE Dial-up locations and RSPs

·   Hardware Inventory Tally (number of instances of mismatches found)

·   Adherence to timelines for patch updates, connection of machines on domain, etc.

2.

Maintenance and availability of IT infrastructure

·   Number of instances of System Downtime (on e-Network and WAN)

• Adherence to timelines for establishment of IT facilities at RO/PUD/ DC
• 100% uptime of IT infrastructure with nil failure impacting business/operations.

3.

Enterprise Security

·   Compliance to Information Security Policy (Number of instances of deviations found)

4.

Ensure Performance Driven Culture

·   Adherence to Performance Management system timelines and guidelines