Vice President - IT Operations - BFS

The IT operations Manager oversees and directs the day-to-day activities of information technology (IT) department, ensuring that systems, services, and infrastructure work reliably and securely. He/she leads teams that provide end user support i.e. IT Infra and Application support teams, respond to users help desk requests, and monitor system stability and performance.

KEY RESPONSIBILITIES

Infra Support Management:

- Oversees the selection and training of qualified IT personnel to ensure an efficient unit.

- Directs technological operations by studying organizational practices and goals.

- Ensures compliance with all internal organization standards as a step towards sustained quality of service.

- Assesses system data and error logs, along with user reports, to determine areas for improvement or repair.

- Directs the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives

- Prepare designs and evaluate all balancing functions as required by IT departments and other functional areas.

- Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.

- Analyze all continuous up gradation process through various proactive self-initiated projects and ensure efficiency.

Application support management:

- Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation

- Track and report on metrics for tickets assigned to and handled by the Application Support team

- Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction

- Lead and triage incidents and service requests assigned to team queues in ITSM

- Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA's

- Balance the workload of service requests and the headcounts of support team;-

- Continuous improvement to the ITSM ticket format for better clarity of the requirement and to reduce processing cycle time

- Build and manage the IT Application Support Team's roadmap.