Job Family Descriptor
Drive regular operations and maintenance of IT infrastructure, applications and database including delivery of infrastructure projects.
Conduct annual planning for the application support team, Provide 24 x 7 Infrastructure and Application support to fulfill customer needs and requirements.
Drive incident, problem, change, release, configuration, availability and capacity Management w.r.t. IT Applications and Infrastructure.
Drive management of SLAs related to Service Requests, Incidents and Business Processes ( billing, mediation etc.). Gather requirement from business and assist with creation of solutions to meet operational needs.
Drive and monitor the Service Help Desk System (SDP) to ease resolution. Deliver user documentation where required. Quantify and analyze the service requests and incidents raised.
Liaise with the business to evaluate reduction of the no. of tickets raised. Drive creation of standard reports / formats where possible.
Share periodic projects status with relevant stakeholders. Coordinate with the corporate security teams for all IT related security activities.
Monitor, drive and track the compliance audit process for IT applications in coordination with the IT governance team on aspects such as SOX audits, security audits on databases and software licenses.
Carry out regular antivirus and spam ware management.
Contributes as an individual contributor for deployment of operational and maintenance projects. Conduct root cause analysis on helpdesk service requrests, provide analytics and reports on number of tickets raised, address issues( pain points) impacting the end to end applications.
Document user requirements. Able to independently resolve complex projects, issues, challenges encountered. Operational role, responsible for delivering results that have direct impact on the achievement of results within the job area and may also impact a wider operational area.
Capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.May lead / manage small teams for small projects.
Capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.
Demonstrate a level of flexibility in resolving problems / issues that at least to in-depth command of all techniques, processes, tools and standards, within the relevant field of specialisation.
Able to identify problems and significantly improve, change or adapt existing methods and techniques. Education : BTech or Diploma Experience : 4-8 years with some experience in IT operations
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge / skills
Job Segment : Network Administrator, Network, Corporate Security, Database, Technical Support, Technology, Security