IT Infrastructure Manager - Incident Management (6-8 yrs)

Job Location : Viman Nagar, Pune.

JOB PURPOSE :

- Manages local IT SMEs and helpdesk support staffs.

- Project handling and delivery for the site for constant improvement of the infrastructure.

- Security Compliance.

- Adherence to the ISG policies and ensure that ISG group is aware of the ISG process.

- Leads the team in implementing the security, policy and process in place for the site.

- Leads the cross functional audit for the team to ensure proper compliance of the other group.

- Uptime and Reporting.

- Ensure that all ISG domains adhere to the agreed uptime, SLA and reporting.

- Submit weekly and monthly uptime report to client and internal stakeholders.

- Customer Satisfaction.

- Timely gathering of feedbacks on ISG's performance on customer satisfaction and to make sure that the different domain is in line with the agreed SLA of customer satisfaction.

MAJOR CHALLENGES :

- Decision making is one of the major challenges for this position and a quick analysis, recommendation and decisiveness are the things needed for proper execution of plans.

- Constant update on infrastructure and technology is needed in achieving a sound decision and recommendation.

KEY DECISIONS :

- Changes or revisions on the existing document shall be done if it is for the improvement of ISG processes and policies.

- Implementation of the policies and security controls for ISG and ensure the group's adherence in implementing the same on the organization.

- Recommendation of infrastructure upgrade as part of the capacity planning for the ramp up Important notification sent to client and internal stakeholders

- Prompt and precise decision of recommended resolutions on any major problems.

SKILLS AND KNOWLEDGE :

EDUCATIONAL QUALIFICATIONS :

- College Graduate and above.

RELEVANT EXPERIENCE :

- More than 3 years' experience as a Manager in Call Centers/BPO environment.

- More than 6 years' experience in IT infrastructure and design.

- Should have in depth knowledge about incident and problem management.

- Ability to deal with customers, staff and higher management with tact, decisiveness and timeliness.

- Responsible for quality of documentation and user manuals.

- Responsible for quality, delivery and team management of large or several small projects.

- Participate actively in infrastructure management planning and growth.

- Know how on reports and gap analysis.

BEHAVIORAL COMPETENCIES :

- Achieve Results.

- Serve & Delight your customer.

- Collaborate and Partner with Others.

- Engage, Inspire and Develop People.

- Nurture Innovation & Lead Change.

- Think like an Entrepreneur.

FUNCTIONAL COMPETENCIES :

- Technical Management and understanding.

- Analyzing Information.

- Leadership skills/People Management skills.

- Staffing & Problem Solving.

- Data Centre Management.

- Developing Budgets / Cost Management.

- Coordination.

- Strategic Planning.

- Quality Management.

- Relationship Management.

- Risk Management.

KNOWLEDGE, SKILLS, OTHER ABILITIES :

Leadership :

- An experienced team leader.

- Influencing, leading, and delegating abilities.

- Ability to initiate/manage cross-functional teams and multi-disciplinary projects.

- Critical thinking, decision making and problem solving skills.

- Planning and organizing

Organizational abilities :

Result oriented :

- Ability to achieve the target within given time.

- Excellence Communication skills.

- Negotiating skills.

- Conflict resolution.

Adaptability :

- Efficient under pressure, always meet deadlines.

PERSONAL CHARACTERISTICS & BEHAVIOURS :

- With pleasing personality.

- Customer focused.

- Can work individually or as a team player.

- Fast learner on a fast phased environment and open to feedbacks.

- Flexible and work in 24x7 Environment.

- Ability to work in different shifts.

- Mapping and documentation skills.

- Adaptable & can work under pressure.

- High level of integrity, judgment, accountability, and follow-through.

- Adaptive to different behavior and situations.

- Has effective time management.

- No criminal records.

- No active violations and/or disciplinary memos.

- Has positive behavior and background.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.