Manager, Infrastructure

This role oversees the development of enterprise standards and technology initiatives, and the IT governance process. IT operations manager will manage two distinct IT operations functions based out CBS-Pune location, these are Cloud Operations and Patch Management. The team supporting these functions work in shift patterns to cover global support 24x7. The role will give you an opportunity to collaborate with APAC, EMEA and AMER regions.

This role is also responsible for analyzing the workload, cloud operations processes and patch management processes, assessing the impact on the business, providing solutions to improve IT Infrastructure stability technology and automation opportunities.

This role will primarily operate on weekdays with supervision of weekend shift coverage provided by the team members. Preferably this role is expected to work in 2nd shift (afternoon-IST), majority of overlap with EMEA region and connect call with APAC/AMER regions, per need basis.

Primary Duties & Responsibilities:

• Manage Level 1 and 2 Cloud and Infrastructure Engineers (Primarily supporting Azure Cloud, Windows, Linux, and knowledge of Networks, Storage, Virtualization), prioritizing tasks, assigning work (based on skills) and verifying tickets are handled accordingly.

• Notifications to appropriate stakeholders and communication to management on critical events.

• Oversee and review shift turnover to incoming shift leveraging uniform standard process.

• Ensure staffing and their availability for monthly patching weekend work

• Act on alerts, escalate incidents, and daily change requests within SLAs.

• Manages the development and implementation of IT initiatives to support business strategy.

• Manages the improvement processes that helps to assure stability and impacts customer satisfaction and relationships.

• Works with internal and external customers / stakeholders to understand business needs.

• Review process adherence - ITIL: Incident, Request and Change, SLA attainment, training needs, local talent search

• Measures service performance and implements improvements.

• Ensures compliance to policies, procedures, and standards.

• Communicates organization information through department meetings, one-on-one meetings, and other communication methods.

• Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees.

Experience & Educational Requirements:

• Bachelor s degree in computer science, Information Technology or any other related discipline or equivalent related experience.

• 8-10 years of directly related or relevant experience, preferably in IT Infrastructure services.

• Must have reporting manager experience of minimum 8 or more members

Preferred Certifications:

• ITIL V3 / ITIL V4 - Operations processes

• Azure fundamentals

• Microsoft Certified Professional

• Cisco Certifications

Skills & Knowledge:

• Behavioral Skills:

• Detail Oriented

• Team Management

• Interpersonal Communication

• Learning Agility

• Time management

Technical Skills:

• IT Infrastructure Operations Management

• Datacenter, cloud, server and network management concept

• Virtualization Concepts like Application, Server, Network, Storage, Desktop

Tools Knowledge:

• Cloud Computing Tools like Azure Portal

• ServiceNow, NewRelic, SolarWinds, Dell Moogsoft

• Microsoft Office Suite, SCCM

• Understanding of DNS, DHCP, LDAP, SMTP, Puppet

• Operating Systems & Servers like Windows, Linux