Service Delivery Lead

- Urgently hiring for the role of Service Delivery Lead in Bangalore location with a leading IT organisation that provides managed services for on-premise and cloud hosted infrastructure. Their customers are large or mid-sized corporations, predominantly in USA.

- Min 8 years in IT infrastructure of which 2 plus years as Lead and should have worked at least 2 years in current organisation.

Must-to-have-Skills :

- Prior Working Experience in Windows Server administration

- Must have prior experience of onsite-offshore delivery model and should have directly worked with

- US/European customers and colleagues

- Must have ITIL process knowledge

Good-to-have-skills :

- Prior Working Experience

- With an ISP/Managed Services/IT Services company is preferred

- A strong plus would be breadth of technical experience (Azure, AWS, VMWare, Hyper-V, Active Directory, exchange).

- Various blade systems (IBM, HP, DELL, UCS, Nutanix etc...)

- Working knowledge on Linux is strong plus

- Windows server patch management using tools such as WSUS, SCCM, LANDesk, Shavlik etc.

- Relevant certifications (ITIL, MCSE-Server, MCSE-Exchange, VCP etc..) will be a strong plus

Job description :

- The primary responsibility is to guide the team when they need assistance.

- Escalation point for engineers for technical and process related issues

- Assist Managers

Key Responsibilities :

Team Leadership :

- Manage and guide a team of senior and junior IT specialists who perform operational and project tasks during work shifts. During the shift, you extract best out of the available team.

- Familiarize the team with the customer needs, specifications, design standards, techniques and tools to support task performance. Also clarify any process related question the shift engineers might have.

- Utilize staff strengths, mentor staff in weak areas and identify areas for improvements and trainings

- Track L1, L2, L3 staff performance and work with managers for the improvement. Review the team members performance

- Review SOPs prepared by team members and suggest improvement

- Help team technically with escalated incidents and requests.

- Interview, select and onboard new technical members

Technical Leadership :

- Work on multiple projects and operational activities both as a lead and team member

- Responsible for leading and executing technical discovery and deployment deliverables

- Implement, maintain, review and troubleshoot setups in distributed server infrastructure, platforms and related technologies (e.g. Windows Servers, Rack/Blade Systems, VMware Infrastructure)

- Assist service delivery team to prepare required documentation like HLD, LLD and Test -Plan and prepares execution plan & WBS required for the project implementation and review the documents required to execute any minor or major changes in the environment

- Establish best-practices based configurations in support of customer requirements

Process Leadership :

- Daily Shift reports review and escalation

- Identifies tasks that keep recurring e.g. server builds, and get procedures and checklists created. Identify areas for automation and work with managers to get it done.

- Go over frequent and persistent alerts and bring up observations and action items to discuss with seniors and Peers for further actions

- Assist service delivery manager in customer onboarding, meeting SLAs, customer satisfaction, project planning and execution

Incidents & Requests :

- Identifies risky changes, and works out a contingency plan and is primary owner for incident reports that get sent to customers for major incidents and issues.

- Escalate issues which cannot be resolved to seniors and peers

- Assist service delivery manager and other seniors: When he/she requests validation of work done or analysis of a new customer request, review the work or ticket.

Quality :

- Track, report and improvise quality of deliverables (incident/problem solution, requests and project deliverables. Introduce innovative ideas to make it repeatable and sustainable practice for the team

- Introduce innovative ideas for quality improvements

Customer Interaction :

- Interact with the various stakeholders on technology and process

- Attend customer CR review meetings to clarify any queries and get it approved

- Assist Service delivery managers for improvement in customer satisfaction

- Identify process and technological improvements and assist Service delivery managers to present it to customer

Looking for candidates who can join immediately/ 30 days /45 days

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.