Delivery Leader - Remote Infrastructure Support

Role:We are looking to hire delivery leaders who have experience in managing end to end delivery of large and complex programs for our India based offshore delivery centers.

For this role, we are looking for professional who have technical expertise in Remote Infrastructure Support. This position is a key leadership role and will require experience in client management, good communication and problem management skills including -

- Managing 24x7 Operations

- People Management - Recruit, motivate and develop highly skilled staffs that focuses on service delivery and on meeting the expectations of the business

- Daily Operations, overview - Analyze service performance data and take corrective measures in service delivery. Irrespective of any technology, understand the problem and take it to closure. Responsible for resolving customer escalations and enhance customer satisfaction

- Predictive analysis - Suggestions on Improvement Plans; Understanding the requirement and defining the solution, it can be customized based on the requirement ; Should inform supervisors in advance if there is a problem/Escalation based on the inputs from subordinates; create a strong channel of communication. Understand the problems in operations and suggest the remedial action.

Minimum Skill Requirement:

- Ability to work in Mesh Network: Maintain Enterprise Support in Heterogeneous environment.

- Analyze the problem with the team and counterparts and suggest a solution

- Ensure Service levels to Business are met; SLA/ KPI understanding and compliance

- Good knowledge on Support processes; knowledge on ITIL processes

- Ability to have team bonding; High energy level and be able to effectively work with various cross functional teams

- Data Centre technology knowledge - Windows, Unix, Back-up/ Storage, Tools, Database, Exchange, etc. and Infrastructure Support and delivery experience

- Basic understanding of ISO 2000/BS7799/ITIL/ITSM.

- Industry certification like MCSE/CCNA/CCNP/etc.(optional)

- BE/ B. Tech or any other recognized degree

Good to Have:

- Experience in tier 1 organizations

- Proven experience in offshore delivery and Sound Industry Domain Knowledge

- Should have managed teams from client site to offshore (end to end responsibility) in delivering large programs - Good understanding of Project Financials and key levers that influence profitability

- Strong Communication skills and ability to confidently communicate a point of view

- Strong understanding of key client stakeholders and managing expectations

- Proven experience in deal process - presales, solution and contract management/legal process

- Experience in Project governance, Crisis and Escalation management