Manager IT Infrastructure

Job Location: Pune

Work Mode: 100% Onsite

Shifts: Rotational

Geos Support locations: (US, PH, MLY, CHINA, INDIA, EGYPT)

JOB PURPOSE: Manages local IT SMEs and helpdesk support staffs. Project handling and delivery for the site for constant improvement of the infrastructure.

ORGANISATIONALCHART (Vice President-ISG) – (Head, ISG) – (Sr. Manager, ISG) – (Manager, ISG)

EXPECTED END RESULTS MAJOR ACTIVITIES

1. 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.

2. 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

3. 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

Dimensions

- 99% infrastructure uptime (Network, Voice, Systems)

- 99% Business/process uptime

- Rating of 3, in the scale of 1 to 5, for customer satisfaction

- Rating of 3, in the scale of 1 to 5, for Security and policy implementation as per ISMS and PCI-DSS

- 35% attrition rate for ISG team

SKILLS AND KNOWLEDGE

EDUCATIONAL QUALIFICATIONS –

• College Graduate and above.

RELEVANT EXPERIENCE –

• More than 3 years’ experience as Associate 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

• Analytical

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