People Manager

Position Title:

Manager

Organization /Function:

Manager is responsible is to lead, support and develop team

Relevant Experience: 10+ years of experience in IT Service Management and at least 5 years as People Manager which includes Leading teams, Supervising, Managing Performance, Mentoring and Conflict resolution

Educational Qualification: Full time Bachelors/Masters Degree in any stream (engineering background preferred) with excellent academic track record.

Company Overview:

Stratogent does IT and Cybersecurity operations.

We build and operate complex infrastructure – across on-premises, data centers, and clouds. We wrap any

compute-storage-network platform with monitoring, automation, and security services so customers can sleep

while we cure failures and block threats.

If Google's mission is to "organize the world's information", ours is to "operate the world's infrastructure". We aren't

quite there yet, so we focus on being the best at knowing and doing operations for mid-size, high-touch and high-

change IT environments. Our customer base is made up of progressive companies who are flag bearers of new

technology adoption and are risk-takers. We have participated in successful (and failed) projects and bring that

accumulated experience to each of our clients.

Since 2008, we have acted as an extension of internal IT and Security teams and along the way achieved a

community of highly satisfied clients who rave about our "no-fluff just stuff" style.

Job description:

• The primary responsibility is to leading a team and ability to manage,improve and motivate the team members.
• The ability to handle and resolve conflicts in the team and mentor/coach the team to enhance their skills
• Perform performance reviews such as setting goals, measure and providing feedback for continuous improvements.

Business Relationships:

• Constantly communicates with associates, Manager, and other internal stakeholders

Key Responsibilities

• Lead and manage a team provide guidance, performance feedback, and improvements to encourage a productive work environment.
• Ensure the delivery meets the business needs by applying ITIL best practices, including incident management, problem management, change management, and service level management.
• Collaborate with the required internal stakeholders to Manage relationships with other teams to ensure communication transparency.
• Monitor team performance against SLAs and KPIs,prepare performance metrics.Share reports and recommendations for improvements where necessary.
• Track staff performance and review the team members performance. Organize feedback session with the team for the improvements.
• Participate in the recruitment process. Ensure effective onboarding and training for continuous development of team members.
• Oversee the resource planning and allocation to ensure team capacity aligns with current and future service delivery needs.
• Ensure all processes are in line with ITIL standards and governance requirements, promoting adherence to policies, procedures, and best practices.
• Assist leads in customer onboarding, meeting SLAs and customer satisfaction.
• Track, report and improvise quality of deliverables (incident/problem solution, requests, and project

deliverables. Introduce innovative ideas to make it repeatable and sustainable practice for the team

• Introduce innovative ideas for quality improvements

Must-have Skills:

• Must have collaborated, coordinated and communicated with different stake holders (Internal/External).
• Must have mentored the team/team members assisting them to develop their skills (Formal/Informal mentoring programs).
• Must have involved in setting SMART goals and provide feedback to the team (conducting performance reviews and providing constructive feedback).
• Must have experience in handling the conflicts in the workplace.
• ITIL certification

Good-to-have-skills

• Certifications like ISO 27001
• Prior employment at MSSP/Managed Services/IT Services company is preferred, and a background in dealing with global teams and remote teams will be a strong plus
• Experience in Infrastructure or SOC operations, Incident response and Threats
• Understanding of common security policy frameworks and possess knowledge of how security programs are run at mid to large scale companies.