Job Description
- A mid-senior level Infra Operations Manager to drive operations based on ITIL framework.
- The Individual should be passionate about technology, experienced in ITIL Processes and managing mid-large sized Infra teams cutting across technology domains.
Job Responsibilities
- Experienced in handing a team spread across multiple technology domains.
- Should be well versed in ITIL Processes mainly, Incident, Problem and Change management.
- Should have operational knowledge on Service Now (and not just a user) to manage tracking team performance, reviews, reporting via the tool.
- Should have worked on at least 1 automation in current project/organization benefitting customer and team on improving efficiency, productivity, cost.
- Must have worked with the customer either from offshore or onsite, performing daily/weekly/monthly operational reviews on services and service levels.
- Should be able to handle customer escalations and address issues working collaboratively with all teams across service lines (Infra, Apps).
- Experienced people manager who should be able to perform team reviews of a team size of approx 20 resources.
- Monitoring and measuring service performance of all operational services against targets within SLAs'.
- Producing service reports review of all SLA breaches.
- Periodic review of SLAs and services.
- Must be able to communicate fluently in English, both written and verbal.
- Excellent interpersonal communication and organizational skills to contribute as a leading member of global, distributed teams focused on delivering quality services and solutions.
- Understand and analyze load balancer (LB) error messages.
- Providing appropriate management information to aid performance management and demonstrating service achievement'.
- Instigating and coordinating Service improvement plans for the management, planning and implementation of service and process improvements.
- Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams.
- Work with HR and support groups to improve employee retention and satisfaction.
- Ensure all Team Management plans and Training plans for the teams are up to date and reviewed periodically.
Location
Mumbai, Maharashtra, India