It Infrastructure Manager

Job Location: Viman Nagar, 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.

EXPECTED END RESULTS MAJOR ACTIVITIES

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 ISGs 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 groups 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

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

• Analytical

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

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.