Infrastructure Operation Lead

Hiring Infrastructure Operation Lead
Mode of hiring/Duration: - Permanent
Job Description: -
• Efficient Operations Team Management
• Lead Domain Leads, mentor team members, ensure cross skills to ensure resource redundancy
• Ensure all the SLA and Under Pinning Contract with reference to Infrastructure and portal services are appropriate and updated
• Ensure appropriate documentation as part of Service Level Management Process is updated, prepared and maintained.
• Participate and Support Audits from Infrastructure standpoint
• Lead High Priority Incident resolution and High priority changes by coordination with various vendors, Domain leads, and ensure timely reporting to management
• Structured calendared reviews with key stake holders & 100% coverage of accounts with the Executive Summary
• Customer complaints - Closure of all customer complaints within SLA.
• Ensure closure of all actionable of meetings / reviews
• Repetitive issues to be referred to problem management and solution effectively implemented to eliminate repetitive issues
• Ensure adherence to ITIL processes and SOW compliance
• Non-Conformance Closure as per agreed timelines
• Service delivery assurance to ensure maximum service availability and performance to customer’s infrastructure.
• Driving and implementing operations services strategy in order to achieve performance and quality.
• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team.
• Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
• Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
• Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
• Manage day-to-day 24 /7 operations, in the area of infrastructure and applications to exceptional levels of service in excess of business expectations.
• Develop, implement and maintain a value-adding regime of key performance indicators.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Provide regular status reports and project information (Weekly/Monthly/Quarterly) to the Management teams.
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