Team Lead - IT Infrastructure

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €29.8 Billion international wholesaler with operations in 32 countries through 625 stores & a team of 91,000 people globally. Metro operates in a further 10 countries with its Food Service Distribution (FSD) business and it is thus active in a total of 34 countries.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Website: https://www.metro-gsc.in

Company Size: 600-650

Headquarters: Pune, Maharashtra, India

Type: Privately Held

Inception: 2011

Key Responsibilities:

1. IT Operations & Infrastructure

• Manage day-to-day IT operations, including networks, servers, storage, and end-user systems.
• Networking (LAN & WAN) - Meraki MX, Meraki core and access switches configuration and support
• APs installation, configuration support and performance monitoring
• Server support ( cloud and on-premise)
• VMware support/ ESXi Servers administration
• Call manager support
• Ensure high availability, performance, and reliability of IT infrastructure.
• Maintain data backup, recovery, and disaster recovery plans.

2. Team Management

• Lead, mentor, and manage the IT team.
• Allocate tasks, set performance goals, and conduct regular reviews.

3. IT Infra Compliance

• Implement and monitor IT security measures to protect company data.
• Ensure compliance with IT policies, standards, and data protection regulations (e.g., ISO 27001).
• Conduct awareness trainings
• Conduct regular vulnerability assessments and respond to incidents.

4. Vendor & Asset Management

• Manage vendor relationships and IT procurement.
• Maintain inventory of hardware, software, and licenses.
• Negotiate contracts, renewals, and support agreements.

5. Support & User Enablement

• Provide escalation support for complex IT issues
• Ensure IT support services meet business expectations through SLAs.
• Enable and support remote/hybrid work environments.

6. Project & Change Management

• Lead IT projects (infrastructure upgrades, system migrations, etc.).
• Collaborate with stakeholders to plan and implement new technologies.
• Evaluate and adopt innovative solutions that drive efficiency.

7. Network & Infrastructure Operations

• Lease Line Management
  • Monitor performance, uptime, and bandwidth utilization.
  • Coordinate with SLS NOC team for link switching and outage resolution.
  • Ensure timely billing verification and tracking for lease lines.
• Router Management
  • Provide local hardware support and maintenance.
  • Collaborate with the Network Admin team for configuration and troubleshooting.
• Core Switch Support
  • Manage physical monitoring, fiber cabling, and hardware support in network and server rooms.
• Access Switches
  • Support hardware maintenance, switch stacking, patching, and port inventory management.
• Terminal and WAS Servers
  • Provide operational support for Terminal Servers.
  • Maintain WAS servers used for internet load balancing.
• LAN & WAN Support
  • Ensure seamless local area network operations.
  • Manage Wi-Fi routers, access control for users, and connectivity troubleshooting.
• Load Balancer Management
  • Monitor and manage load balancing devices to ensure high availability and optimized network performance.
• Print Server Management
  • Administer print servers to ensure uninterrupted access and printer availability.
• Networking Devices Inventory
  • Maintain updated inventory records for all routers, switches, access points, and related infrastructure equipment.
• Coordination with TLS Support
  • Collaborate with TLS team for configuration updates and resolution of critical issues.

8. VDI Administration & Support

Admin Console Management

• Maintain and monitor the VDI admin console for smooth operational performance.
• Perform routine checks and apply necessary configuration changes.

• VDI Pool Management

• Manage VM lifecycle: provisioning, addition, deletion, and maintenance.
• Handle application installation/migration in test and production environments.
• Test applications before deployment in production pools.

• User Session and Profile Management

• Monitor and manage user sessions for optimal performance.
• Recreate and configure user VDI profiles as needed.

• Event & Performance Monitoring

• Track VM events and logs to identify potential issues.
• Support and resolve slowness and performance-related problems in VDI.

• Login & Application Support

• Troubleshoot login failures and authentication issues.
• Provide application-level support for tools such as SAP GUI, Microsoft Office (Outlook, Excel, PowerPoint), ABBYY, PDF tools, ICAT, and web-based applications (up to login level).

• Proxy and Internet Management

• Administer proxy settings for internet access restrictions.
• Customize proxy rules for seamless application access within VDI.

• Collaboration and Coordination

• Work closely with TLS and SLS VDI support teams for escalated issues, deployments, and configurations.

9. IT Infrastructure & Endpoint Management Responsibilities

Laptop & Endpoint Administration

• Manage laptop inventory and configurations.
• Administer R5 domain and related policies.
• Handle software installation/uninstallation using SCCM.
• Add MAC addresses in SCCM for OS installation.
• Create SCCM driver packages and deployment templates.
• Perform OS deployment and re-deployment using PXE boot and boot sequence configuration.

• Group Policy & Windows Environment

• Customize and manage Group Policies (GPO) as per business needs.
  • (e.g., screen lock and wallpaper policies).

• Network Services Management

• DHCP Server Support:
• Assign and manage IP addresses (e.g., for MGBS).
• DNS Server Support:
• Configure static IPs for critical tools and services.

• Active Directory (AD) Management

• Create and manage:
• Shared mailboxes
• Distribution Lists (DLs)
• Security Groups
• Manage user account configurations for SSO access.
• Shared folder creation, permission management, and ownership assignment.
• Handle user access and internet restriction/permission policies.

• End-User Software & Application Support

• Provide end-to-end support for Microsoft Office products including:
• Installation, configuration, and troubleshooting of Outlook, Teams, Excel, PowerPoint, etc.
• Perform laptop installation and configure user profiles, system drives, and required applications.
• SAP software installations and login page access.
• MSI, MSLS, ICAT tools and related SQL database installations.
• Anaconda and Python environments.
• BI software (Business Intelligence tools).
• Offer support for web-based applications up to the login stage.

11. Telephony & Video Conferencing (VC) Support

• Monitor and manage Cisco Call Manager (Publisher and Subscriber servers).
• Maintain and monitor PRI lines for telephony connectivity.
• Configure and troubleshoot IP phones and related hardware/software issues.
• Manage Call Manager versions, including patching and version control.
• Administer extension numbers: assignment, deletion, and transfer.
• Configure and troubleshoot Video Conferencing (VC) systems.
• Coordinate and support VC reservations and issue resolution.

12. Tool knowledge

• RAT
• SCCM
• Firewall tool
• Meraki Dashboard
• Azure AD admin console
• Intune admin console
• Jira
• VDI admin console
• DHCP Infoblox
• Polaris
• SRM
• BitSight
• Configuration management remote console tool
• AD tool
• LAPS UI

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8-10 years of experience in IT operations and infrastructure.
• Strong leadership and team management skills.
• Experience with ITIL, Microsoft technologies, cloud platforms (e.g., Azure/AWS), and networking.
• Certifications like ITIL, PMP, ISO 27001, or CCNA.

• Ready to work from office 5-days a week.
• Flexible working as per business requirement.
• Ability to work independently, multi-tasking abilities.
• Knowledge of MS office (especially Excel & Power Point)
• Good communication & analytical skills.
• Strong personal drive and a team player attitude
• Self- motivated and driving results in his/her responsible areas