about the role
Contribute to short and long-term organizational planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction.
Manage and improve the effectiveness and efficiency of the service support delivery team.
Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods.
Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning.
Single point of contact for all operational requirements and all escalations within the scope of delivery.
Satisfying customer queries and follow up on escalated issues.
Periodic review with customer, trend analysis and reporting
Ownership for IR, RCA, SIP documents
Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices.
Driving Service Improvement Program, Initiate and execute structural improvement and efficiency programs.
Drive Customer Service Management Review as well internal Management Reviews.
Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas / customer groups.
Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained, whether technical, operational, administrative or management activities and staff.
Mentor / consult with team members, other organizations, customers, and vendors on complex issues
Maintain high morale, satisfied and productive sub unit staff.
Identification of sales opportunities arising from service delivery
Identify Talent within the team & define the development plan for the employee.
Sound knowledge of managing Datacenter , Cloud and IT infrastructure
Good understanding of datacenter and cloud components like compute / storage / network / security / virtualization / AD etc.
Should be able to understand complex technical issues and able to coordinate the resolution
Good understanding of automation and should be able to identify opportunity for automation to improve operation efficiency
Familiarity with systems functionality and business continuity
Knowledge of using ITSM tool (Remedy / HPSD / ServiceNow)
Understanding and ability to defined service level commitments
Good Knowledge on ITIL framework.
Manage and coordinate activities during overall ticket life cycle.
Chair Bridge calls for effective coordination, incident resolution, service restoration
Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Follow the global Service Restoration Management Process
Possess excellent communication, interpersonal, people Management and Team Management skills.
Formulate skill improvement / training plans and ensure successful execution of the same
Good knowledge and undestandint of IT infrastructure
Minimum five years of experience managing operations of Datacenter , Cloud and IT infrastructure
Previous experience of supporting Datacenter , Cloud and IT infrastructure as L2 / L3
ITIL Foundation certification Mandatory
ITIL Intermediate Certification -Preferred.
PMP certified - Preferred.
MBA / PGDBA - Preferred.
Technical certification like MCSE / CCNA / RHCE / VCP etc. Preferred
Certification and experience on Azure / AWS Preferred
Sales & Marketing Asia Pacific