Head - IT Infrastructure & Operations - eCommerce

This role is responsible to achieve operational targets for the IT Business Unit, by defining and implementing service strategies to offer best in class service to our stakeholders.

This management cadre role will be responsible to co-ordinate with various stakeholders and to optimize the cost on behalf of the Company.

- Managing mission critical Infrastructure & Operations and keep the lights on 24x7x365. Operations / Technologies include co-located Data Centre & cloud Infrastructure including traditional virtualization platforms, hyper converged infrastructure, LAN, Wi-Fi networks, WAN, OS, Clustering, Call Centre Infrastructure, Backups, Storage End user support, Security management/operations, etc.

- Lead - Mentor - Motivate a team of in-house and out-sourced professionals who manage and support operations. Retaining talents, future skills requirements & skill development

- Provide leadership for running 24- 7 mission critical operations. Offer stable Infrastructure services - Measure & Improve Infrastructure uptimes and performance by way of Service Improvement Plans, Improvement of Service Management Processes or Technology Refresh. Establish metrics, key performance indicators, and service level agreements to continually

improve the performance of IT Operations.

- Analyse technology trends and develop infrastructure strategy, architecture, and delivery processes designed for agility and cost effectiveness. Standardization, provide infrastructure services vision, enable innovation and leverage latest Technologies & trends that can create business value consistent with org. vision & customer benefits.

- Participate / contribute / drive IT strategic planning, project planning and budget planning efforts.

- Develop RFPs/RFIs, oversee product evaluations, play decision making role in product and service selections, key commercial terms, scope of engagement and ensure that pricing, terms and conditions for supplier's contract meet org. requirements and IT standards while achieving optimal results for the org.

- Support new Technology testing, Project & Design Team, involve during deployment and structured take-over into Operations.

- Oversee Project Deliveries across Infra function. Drive Timely and within Budget Project Deliveries.

- Establish and maintain strong, strategic partnerships with Vendors, Service Suppliers & Internal business stakeholders. Periodic reviews - Internal & External w.r.t. Performance, Metrics, KPA, KRA, SLA, TATs

- Ensure comprehensive disaster recovery architecture is maintained and operations are in place to ensure compliance with required RPOs and RTOs during Business continuity events.

- Clean Audits, support & meet Security - Audit & Compliance requirements. Reduce Operational Risks & Compliance issues.

- Ensure End user calls managed and addressed in timely manner which includes Incident/problem and change management.

- Make sure security governance/controls framework is implemented and reviewed in timely manner.

- Governance and control for offices outside India, provide assistance/support wherever required.

- Team/vendor management

- Provide well-considered counsel to CIO, and other business service leaders on:

i) Emerging infrastructure services and technologies having characteristics likely to provide benefit to the efficiency or capabilities of the org. infrastructure.

ii) Opportunities to apply new technologies or other solutions to challenges facing our operations, legal practices and/or business services

iii) Changes or emerging risks in supplier or product status and capabilities, standards and protocols, or other industry, market, or technology factors that may influence or impact IT systems and processes.

Key Relationships:

External:

- Clients

- Suppliers / Vendors

- Consultants

- Professional networks

Internal:

- Business Leaders /Exe-Com

- Business Managers / Stakeholders

- Team members/colleagues

- Sales Team members