Head - IT Infrastructure Operations - BFS

Head of IT Infrastructure Operations

Job title: Head of IT Infrastructure Operations

BU/Function: Information Technology

Role Details -Sample:

This role will be responsible for providing 24X7 Support and Management of complex environment of Datacenter which includes Network, Compute, Storage, Cloud operations Hypervisor and Operating System. Manage Multiple datacenters, IT Service Management, Service Delivery, Service Quality and Vendor Management.

Overall Job Description:

- Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.

- Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.

- Provides ITIL Service disciplines, covering Incident, Problem and Change Management.

- Experience in managing core Data Center Infrastructure / Data Center Facilities Management / Co-locations services

- Managing and monitoring Technology across different functions/ stakeholders

- Data Center Project implementation and operations and Data centre design

- Managing Large team and talent acquisition, IT budgeting, Asset & Licenses Management

- Experience in Data Centre migration, setups and colocations

- Working closely with Enterprise & Information security teams which includes ISMS - Audits, DC Audits, Regulatory and Compliance implementation as per RBI guidelines

- Experience in Technology with expertise in IT operations - Service Delivery, Enterprise Service Management & Data Centers

- Provide administration and support on Below mentioned Audits Requirement.

- Manage internal and external Audit

- Provide evidences and observation closures

- Create Audit reports and presentations

- Provide administration and support DC Equipment like Routers, Switches, Servers, Storages and San Switches.

- Inventory Management across the Datacenters.

- Co Ordination and planning for AMC of the all the products to ensure end to end support level.

- Installation, Configuration, troubleshooting of Various Rack Mount Servers, Blades Server, Blade chassis from multiple OEMs.

- Must manage multiple OEM Server, Storage, San Switch's across the locations.

- Installation, maintenance, Firmware Upgrades,

- Planning and Designing of DAS, NAS, SAN Storages as per requirements.

- Provide technical guidance and to L1 and L2 Team.

- Service Delivery

- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

- The IT Service Delivery Manager is accountable for the end-to-end uptime of Banking Services.

- This includes driving Infrastructure incidents in line with the SLAs/OLAs for various applications

- Providing accurate and regular reports to the management on performance of the service delivery

- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

- Provide detailed RCAs for incidents and identify trends and Service Improvement Plan

- Be a part of the Change board and lead the efforts to plan and execute the Build, Release and Test of all infrastructure

- Managing the active applications/services and working with the different stakeholders

- Maintaining end-to-end accountability for internal customer satisfaction and overall delivery excellence within specific services

- Managing and leading complex stakeholders towards optimal solutions for the RCAs identified

- Continuously improving the technical service model and strategy

- Serve as an escalation point for internal and external stakeholders within IT, Software Delivery Groups and Business Teams

- Monitor and manage end-to-end delivery of IT Services

- Enforce standard methodologies, processes and monitoring tools

- Provide leadership and direction to project team members

- Evaluate and identify potential redundant services, infrastructure and tools that can be consolidated

- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

- Strong experience with HPE Blades servers, DellEMC and IBM storage, vRA, vSAN, Nutanix and NSX V/T is expected. Also knowledge of Networking components like Routers, switches and Load balancers.

- Expert in managing End-to-end infrastructure and IT management for Converged/HCI, Storage, Cloud Applications, Platform Infrastructure, Data Protection

- Able to build and scale up the team to desired level of expertise.

- Understand Policies and Procedures, modify or create new Procedures & SoPs and ensure compliance.

- experience in Enterprise Service Management & Data Centres