2 Service Delivery Engineer Jobs

Responsibilities :

- Come up with initiatives to continuously improve service performance and reliability

- Track and optimize the cost of infrastructure and operations

- Design, build, configure tools to monitor platform status and performance

- Publish up-to-date platform status and performance (uptime, latency, etc) to stakeholders

- Set up alerts notifying teams before potential issues escalate to a service outage

- Engineer, implement and monitor security measures for the protection of computer systems, networks and information

- Perform security incident analysis and make sure actions are taken to eliminate the loophole

- Collaborate with pre-sales for on-boarding of new customers

- Provide oversight for the service management processes that provide consistent interfaces between customers and service providers in the areas of the incident, request, problem, configuration, capacity, availability and change management are adopted and managed across the enterprise

- Serve as the primary contact for all customer escalations and participates in monthly, quarterly activity and performance review with clients

- Provide guidance regarding industry best practices and known trends to help desk support services and related deliverables

- Ensure proper solutions and knowledge management best practices are followed and integrate continual service improvement processes to continually refine and improve service desk performance

- Understand the ITSM framework and identifies gaps in processes while offering solutions to fill them

- Ensure proper maintenance and administration of ticketing platforms including forms, workflows, categories etc

- Processes and documents escalation paths and provide status updates to the client regarding escalated tickets

- Ensure alignment of ITSM, Agile and other emerging development methodologies

- Conform to the standards as dictated by ISO 20000 & ISO 27001

- Help manage the resolution of urgent incidents in accordance with defined SLA management processes to restore services as quickly as possible

- Produce and contribute to all System availability reports and dashboards in accordance with Service Level Agreements (SLA's)

- Ability to explain, relay IT and complex issues to various levels of end-users

Requirements :

- At least 9 - 12 years of experience in applying and managing IT Service Management processes preferred

- Experience with Service Management tools and systems including service catalogs, knowledge base management, and reporting tools

- Good interpersonal skills, relationship building skills and excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment

- A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers

- Basic understanding of Cloud Infrastructure (AWS), Operating Systems (Linux & Windows), Web Technologies (Apache, Nginx etc)

- Experience in leading a team of 4-5 Cloud Operations Engineers