Teleperformance Global Services - Vice President - Service Engineering (16-26 yrs)

Position Summary: The Head of IT Server Engineering Operation & managing the enterprise Server portfolio, virtualisation, Active Directory/ Azure/O365, cloud computing and Data centre hosting which includes operations, Engineering & architecture, Server Infra Security, Audits & Compliance in a 24-7-365 environment. Candidate would be responsible for the implementation and operations of all technology infrastructure which includes Windows, Azure, Microsoft licensing, data center, cloud hosting, cloud Firewall, dats services technologies, service monitoring. Partnering with the Lead for Business Applications, this position will lead the Server team with overall responsibility for technology infrastructure planning and driving infrastructure related projects

Key Responsibilities and Accountabilities:

- Establishes the strategic direction of the company's information systems executes this strategy in collaboration with senior leadership.

- Managing a diverse team member who are working in IT in end point management, AD/Azure, File server, EDR, Virtualization (Citrix/VMware), compliance, O365, EDR etc

- Planning, project management and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvement.

- Constant focus on ensuring Server infra uptime as per internal & external SLAs

- Managing incident and problem management for proactive and reactive incidents / alerts for appropriate resolutions and response

- Dynamic in developing key metrics to measure the business in improving Delivery and Operational processes by identifying performance drivers and root causes of inefficiencies in terms of Client, Technology, Process and People.

- Driving Service improvement plans for improved infra stability, uptime, and user experience

- Identifies and recommends new technologies and services that will improve efficiency, processes, and operations; reviews requests for additional services and upgrades, assessing the costs and benefits to the organization.

- Develop enterprise standards and technology architecture and IT operations governance process.

- Monitors and reports progress on Network projects, resource utilization, and production performance and uptime to executive leadership.

- Provides exceptional technical and/or analytical support in identifying, analysing, and resolving problems of moderate to highly complex business communication systems.

- Lead a team by providing guidance, coaching, and support to ensure successful project execution and achievement of targets.

- Server Infra Engineering Projects - Infra life cycle management, refresh, Capacity planning, Service improvement plans driving improved productivity, efficiency, stability, and business experience.

- Ability to drive complex, large scale and most critical infrastructure solutions and transitions

- Effectively communicate the feasibility of requested deliverables and timelines to internal business and project stakeholders

- Understand budgeting and drive cost saving initiatives.

- Partner with peers to understand project portfolios and determine staffing needs for network architecture and design services and provide input to sourcing solutions for variable resource requirements.

- Partner with Enterprise Architecture, Business IT, Infrastructure Leads, and third-party service providers in the conception, evaluation, piloting, engineering, and operational delivery of solutions for the organization

- Provide clear and concise recommendations to remediate performance/scaling bottlenecks.

Qualifications and Requirements:

- Bachelor's degree in computer science, information technology, or a related field.

- 18+ years of experience with Server Infra, WVD,VDI, Active directory & Group policy, Application virtualisation and familiarity with a broad range of collaboration IT Infra technologies under Server & data centre side

- Must have led delivery for large scale Server operations functions.

- Experienced in Azure solution architect consulting, cloud-driven Design Patterns, well-architected framework, performance optimization, cloud deployment cost optimization and application development.

- Expertise in resolving issues around Windows/VMware infrastructure/Cloud. (Windows Servers/Various Windows Services, Server Upgrades, Migration/ESXi Servers, vSphere Infrastructure)

- Good understanding of Azure infrastructure i.e VMs, Storage accounts, Network Connectivity (VNET, Point to Point, Point to site VPN, Load Balancer, NSG, Firewall.

- Should have work or good experience on Microsoft licensing, Windows Server 2003/2008/2012/2016/2019, DNS, DHCP, File Server, Print Server, Active Directory, Windows Cluster, Windows Patching, Microsoft Azure Cloud.HP, DELL, IBM Hardware, VMWare ESX/ESXi, VSphere 5.x - Installing, Configuring and Troubleshooting.

- Setting up and managing/setting up end to end IT infrastructure solutions in India and Abroad including - Servers, Application setup and monitoring with data centre.

- Basic Understanding of call centre support platforms such as CMS, IVR, CTI, VOIP and ACD Data networking and CCAS.

- Must have Call centre experience and work on large BPO

- Experience of handling the large data centre operation, POP, colo etc.

- Familiarity with regulatory requirements, industry standards, and data protection laws related to network operations.

- Professional certifications such as, Microsoft, Azure etc