Assistant Manager - IT Infrastructure & Operations

The incumbent will be responsible for ensuring the smooth functioning, availability, and reliability of IT systems, networking infrastructure, warehouse technology devices, and end-user computing equipment critical to distribution center operations.

The role requires strong hands-on technical expertise, effective troubleshooting capabilities, vendor coordination, and the ability to provide remote IT support to retail stores. The ideal candidate should have prior experience in warehouse or distribution center IT environments and be comfortable working in a fast-paced, business-critical operational setup.

Designation: Assistant Manager

Role: IT Infrastructure & Operations/ System Engineering

Department: Information Technology (IT)

Role Type: Individual Contributor

Location: National Distribution Centre (NDC), Taloja, Navi Mumbai

Reporting Manager: Manager - IT (Infrastructure & Operations)

Experience: 5+ Years

Qualification: Bachelor's or Postgraduate Degree in Information Technology, Computer Science, or related discipline

Key Responsibilities

1. IT Infrastructure Management & Operations

• Manage, maintain, and troubleshoot IT infrastructure across the National Distribution Centre.
• Ensure uninterrupted functioning of desktops, laptops, workstations, printers, scanners, monitors, and peripheral devices.
• Execute IT hardware installations, system upgrades, preventive maintenance, and infrastructure troubleshooting.
• Monitor infrastructure performance, identify potential issues, and implement timely corrective measures.
• Support business continuity by minimizing IT-related disruptions to warehouse operations.

2. Warehouse Technology & Device Support

• Configure, manage, and troubleshoot Zebra handheld terminals, barcode scanners, mobile computing devices, and thermal/label printers.
• Provide technical support for warehouse-specific IT equipment used in inventory management, scanning, dispatch, and logistics operations.
• Troubleshoot device connectivity, printing errors, hardware failures, and configuration-related issues.
• Coordinate with warehouse operations teams to ensure the availability and reliability of business-critical devices.
• Work with external vendors for device repairs, replacements, maintenance, and technical escalations.

3. Network & Server Infrastructure

• Provide Level 1 technical support for LAN/WAN connectivity, network switches, Wi-Fi, VPN, and related networking infrastructure.
• Perform basic troubleshooting of Windows Servers, Active Directory, DNS, DHCP, and file servers.
• Diagnose and resolve network connectivity and system performance issues, escalating complex incidents to relevant teams.
• Coordinate with internal IT teams and service providers to ensure stable network connectivity across the distribution centre.
• Support routine infrastructure maintenance, upgrades, and configuration activities.

4. End-User Support & IT Service Management

• Provide timely technical assistance to NDC employees and remote support to retail stores.
• Diagnose and resolve hardware, software, system access, and connectivity-related issues.
• Manage IT support requests, track incidents, and ensure resolution within defined service-level expectations.
• Coordinate with relevant technical teams for escalations and recurring issues.
• Maintain service documentation and contribute to continuous improvement of IT support processes.

5. Identity & Endpoint Management

• Support endpoint device enrollment, configuration, compliance, and troubleshooting using Microsoft Intune.
• Assist with user identity and access management through Okta, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
• Support user account provisioning, access-related troubleshooting, and device management activities in accordance with company IT policies.
• Coordinate with centralized IT teams to maintain endpoint security and access control standards.

6. CCTV, Surveillance & Audio-Visual Systems

• Manage and troubleshoot CCTV infrastructure, Network Video Recorders (NVRs), IP cameras, and associated surveillance equipment.
• Coordinate preventive maintenance and resolution of surveillance system issues.
• Support video conferencing platforms, meeting room displays, audio-visual equipment, and related connectivity.
• Liaise with vendors for installation, maintenance, and technical support of surveillance and AV systems.

7. IT Asset Management & Vendor Coordination

• Maintain accurate records of IT assets, hardware allocation, warranties, and infrastructure inventory.
• Track IT equipment movement, replacement, and maintenance requirements.
• Coordinate with vendors and service providers for Annual Maintenance Contracts (AMCs), warranty claims, repairs, installations, and infrastructure projects.
• Ensure timely follow-up and resolution of vendor-dependent technical issues.
• Prepare infrastructure status reports, asset records, and technical documentation.

8. Cross-Functional Collaboration & Operational Support

• Work closely with Warehouse Operations, Supply Chain, Administration, Retail Operations, and central IT teams.
• Provide technical support during infrastructure changes, new installations, and operational requirements.
• Coordinate with external consultants and technology partners for infrastructure-related activities.
• Proactively identify opportunities to improve IT system reliability, operational efficiency, and user experience.

Educational Qualifications & Experience

• Bachelor's or Postgraduate Degree in Information Technology, Computer Science, Computer Applications, or a related discipline.
• Minimum 5 years of relevant experience in IT Infrastructure, System Engineering, or IT Operations.
• Prior experience supporting IT infrastructure in a warehouse, logistics facility, distribution centre, or supply chain environment is strongly preferred.
• Hands-on experience supporting Zebra devices, handheld terminals, barcode scanners, and thermal/label printers.
• Working knowledge of Windows Server, Active Directory, DNS, DHCP, LAN/WAN, switches, Wi-Fi, and VPN connectivity.
• Practical exposure to Microsoft Intune, Okta, CCTV/NVR systems, and video conferencing equipment.
• Microsoft, CompTIA, or networking certifications will be an added advantage.

Key Technical Skills

• IT Infrastructure: Desktop and laptop support, Windows operating systems, hardware troubleshooting, and peripheral management.
• Warehouse IT Systems: Zebra devices, handheld terminals, barcode scanners, and thermal/label printers.
• Networking: LAN/WAN, switches, wireless connectivity, VPN, and Level 1 network troubleshooting.
• Server Administration: Windows Server, Active Directory, DNS, DHCP, and file server support.
• Endpoint & Identity Management: Microsoft Intune, Okta, SSO, MFA, and user access management.
• Surveillance & AV: CCTV, NVR, IP cameras, video conferencing, and meeting room equipment.
• IT Operations: Incident resolution, preventive maintenance, IT asset management, technical documentation, and vendor coordination.

Key Behavioral Competencies

• Problem-Solving: Strong analytical and troubleshooting skills with a solution-oriented approach.
• Operational Ownership: Ability to independently manage day-to-day IT infrastructure requirements.
• Communication: Effective verbal and written communication with technical and non-technical stakeholders.
• Stakeholder Management: Ability to collaborate with internal departments, external vendors, and technical support teams.
• Time Management: Capability to prioritize multiple support requests and resolve critical issues promptly.
• Adaptability: Comfortable working in a dynamic warehouse and distribution centre environment.
• Accountability: High attention to detail, responsiveness, and commitment to maintaining system availability.

Key Performance Indicators (KPIs)

• Availability and reliability of critical IT infrastructure and warehouse devices.
• Timely resolution of IT incidents and end-user support requests.
• Reduction in recurring hardware, printer, scanner, and network-related issues.
• Effectiveness of preventive maintenance and infrastructure support activities.
• Accuracy of IT asset records and infrastructure documentation.
• Timely resolution of vendor-related issues and maintenance requests.
• Adherence to IT security policies, operational procedures, and service-level expectations.

Ideal Candidate Profile

The ideal candidate is a hands-on IT Infrastructure professional with strong technical troubleshooting skills and experience supporting technology operations within a warehouse or distribution center.

The individual should have practical expertise in Zebra devices, barcode scanners, thermal printers, Windows systems, networking, and end-user support, along with working knowledge of Microsoft Intune, Okta, and surveillance infrastructure.

The candidate must be self-motivated, responsive, and capable of independently managing infrastructure-related issues while collaborating effectively with warehouse teams, corporate IT, and external service providers.

Role Objective

To ensure seamless, secure, and reliable IT infrastructure operations at Skechers India's National Distribution Centre by delivering effective technical support, maintaining business-critical warehouse technology, minimizing system downtime, and enabling uninterrupted supply chain and retail operations.

About Skechers

Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.