IT Operations Manager

About Us

ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.

Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.

We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.

At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.

After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions.

Job Description

The ideal candidate would have spent over 8 + years specializing in supporting Windows and Mac Platforms, Desktops, and Infrastructure with a solid understanding of Google Cloud As well as all the expected qualities of an experienced Call Center Support environment.
Key Responsibilities and Accountabilities:
• Troubleshooting system and network problems, diagnosing and solving hardware/software Incidents/problems
• Provide support to the business.
• Provide solution(s)/workaround (s) to incidents and Problems.
• Create, manage, and evolve policies, processes
• Install, maintain, and support new applications and Infrastructure.
• Installing and updating system software, Windows OS patching/upgrades.
• Work to SLA thresholds for the incident(s), request(s), and problem(s).
• Prioritizing and managing several open cases and mini projects at one time.
• Establishing a good working relationship with the business and 3rd party support personnel.
• Testing / Evaluating and implementing new technology.
• Keep up to date with advancements in technology.
• Review of services, application delivery, patching, and Anti-Virus.
• Work with a variety of business and technical contacts to gain a detailed understanding of their requirements.
• Supporting Users on both hardware and Software applications.JIRA, Slack, GSuite, O365. JumpCloud.
• Server Administration which includes backup/restore Patch Management.
• Performance monitoring of IT infrastructure in terms of both on-premises and Cloud setup.
• Maintain security infrastructure including antivirus software, firewalls, and endpoints.
• Administer Cloud Directory (JumpCloud) including Group Policies (FileVault & Bitlocker).
• Build new servers, including virtual ones.

Skills, Knowledge, and Experience:
• Sound experience in Office 365 administration and design.
• Considerable experience in administering a VMware Workspace One Infrastructure.
• Good troubleshooting skills with Performance issues.
• Trend Micro Endpoint administration and design.
• Network troubleshooting, TCP/IP, and general WAN/ LAN troubleshooting.
• Excellent troubleshooting and problem-solving skills.
• Willingness to want to aid in supporting all aspects of the IT service assisting other teams where required from helpdesk, support through to architectural design and implementation.
• Demonstrate excellent communication skills, written & verbal.
• Strong organization and planning skills with exposure to matrix management.
• Experience in Vendor Management & Service Contracts.
• Manage a team of professionals to design and develop database systems.
• Troubleshoot complex database issues in an accurate and timely manner.
• Supervise installation, migration, and upgrade of databases.
• Develop best practices for performance and operational efficiency.
• Perform regular audits to ensure data integrity and quality.
• Keeps senior technical management informed by preparing reports on system performance and problems.
• Designing and implementing business processe