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Service Delivery Manager IT Infrastructure

Mumbai, MH
Job Code:
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Job Details

Qualification & Experience 1. Engineer / Masters/PG in Computer Applications 2. 6 - 10 years of experience in Customer Service Management 3. 3 5 years of experience in Information security domain 4. Good technical knowledge of the IT infra systems 5. Has worked in a Service Delivery environment, supporting multiple locations and 1000 desktops Job Responsibility The incumbent would be responsible for managing IT Infrastructure operations for projects across India Desktop support, DC operations, Branch Support and Servicedesk teams would be directly reporting to this position Good technical knowledge to understand issues and either provide support to the team or escalate Has to interface with other teams like Servers, Storage, Network, Security, Applications, Database etc and get them to address dependent issues Manage any crisis affecting Business as Usual (BAU) Lead the crisis management team and get all stakeholders to contribute towards resolution Program Manage the crisis towards speedy resolution Motivating and managing team members and charting a growth path for them Will be the single point of contact for both internal and external customers Ensure logging of all calls, timely response and resolution of all calls as per SLA Regular online proactive monitoring of all open service requests and monitoring allocation of the calls Track SLA for vendors and take corrective measures Conduct regular meetings with vendors, review their SLAs Escalate critical issues to Senior Management Do RCA for problems and suggest corrective action Ensure complete and updated inventory of all IT Assets Generation and analysis of Weekly / Monthly MIS reports and an executive summary and report on trends and concern areas Conduct regular operating review meetings with internal and external customers and present the performance of the team, highlight issues, take customer feedback and present the same to management for enhancing services and implement the same Ensure that the services are delivered as per the agreed SLAs without penalties Should have good exposure to ISMS and be well conversant with ISO 270012005 processes Generate weekly / monthly system audit reports and report on non-compliance Take steps to ensure system compliance Ensure compliance with all prescribed policies Would also need to set up new branches/offices across the country as and when required Should have good exposure to ISMS Skills/ Attributes Core Domain expertise Service Delivery & Service Support Team Management Skills Good communication and presentation skills Interpersonal and Team Building Skills Very Good Communication and Man Management Skills Should be a go getter and a hard task master Required Working Knowledge Experience Capital Market experience At least 6 - 10 yrs of team management experience team of at least 20-25 people Managed a national project spread of at least 15 - 20 locations Good knowledge of ISMS and ISO 270012005 Good Know how of LAN/WAN, Server, Desktop, Security administration Good knowledge of Virtualization technology Awareness of ITIL and project management concepts PMP/ITIL certification will be an advantage Hands on experience on any of the Infra domains would be an added advantage
Degree: ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering)

Experience: 6-10


Project Leader/ Project Manager | Software Engineer | System Administration | System Security
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