Roles and Responsibilities

- Manage Service delivery and lead a 24 - 7 technical team for the India region organizations to ensure seamless, end-to-end (L0/L1/L2) service delivery for both in-house and vendor managed services/applications.

- Escalation Management: Point of contact for all functional service escalations. Facilitate RCA/technology forums with vendor partner to ensure service quality and production stability.

- Monitor, analyze, report and ensure day-to-day operational execution, control over volume, SLA and process/technology changes

- Collaborate with vendor partners and business service units to ensure execution of service improvement initiatives and operations maturity

- Lead Initiatives to standardize processes relevant to the work area. Assume ownership of delivering committed efficiency saves from within the competency.

- Ensure - Audit Readiness- and act as interface between auditors and managed services to provide quality and on time audit response with proper evidence

- Manage operational tools/process changes - Ensure controlled entry into production operations through governed process

- Manage redundant work elimination, consolidation by coordinating with appropriate stakeholders

- Provide oversight and governance for ensuring code deployment and patching of applications and servers are appropriate without compromising on key metrics of the applications for performance, info sec, RTO, and RPO.

- IT Budgeting and planning

- Implementation of ESAT action items and ensure employee engagement

Qualifications

- Broad work experience with a large IT data center environment

- Minimum 9 to 13 Yrs of experience.

- At least 4 years in a similar job function including managing a team

Skills and Competencies Required

- Proven expertise in operational service delivery management for mission critical production environment, preferably in an international/outsourced environment

- Awareness of IT and experience of working in IT oriented operations

- Strong communication, presentation, and negotiation skills. Excellent analytical and problem-solving skills with a strong desire to own issues through to resolution

- Proven team player, strong team leadership skills. Self-motivator who can work with minimum supervision.

- A believer in continuous improvement of services, processes and operational efficiency

Personal Competencies:

- Excellent interpersonal and communications skills. Ability to multi-task and work with multiple counter parties across the globe under tight delivery timelines.

- Proactive Approach & Principled Behavior: - Never drops a ball-, responsive and quick. Actively identifies, raises and mitigates potential compliance, control or operational issues

- Partnership & People Leadership: Has long term perspective on clients needs. Collaborates closely with clients and stakeholders to develop solutions. Thinks ahead, acts with oversight coordinates efforts to support strategy

- Professional Skills: Can handle complex problems regularly and come up with creative and effective approaches for resolution and willing to learn and work and on any new technology

Technical Skills:

- Should have knowledge on Unix, Linux, Database technologies (Informix /Oracle) etc.

- Good knowledge of writing/reviewing SQL queries. DBA knowledge will be an added advantage

- Worked in a computing environment which is critical to business and data size in few terabytes

- Understanding infrastructure changes and deployment architecture

- Awareness about information and data security

- Ability to understand business metrics

- Good know-how about infrastructure (hardware/network / storage/log analysis)

Client - Leading US based FinTech Firm

Location - Lower Parel

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