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Sr. Technical Manager - IT Operations

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

Major Accountabilities (Duties may include but are not limited to)This position requires strong technical knowledge in IT Infrastructure. Candidates with just management experience need not apply.Ideal candidate has experience with managing and leading IT Support teams (NOC, Global HelpDesk, Server Ops, Network Ops, InfoSec Ops and DBA Ops Level 1 thru 3).Build Level 2 and 3 capabilities in the Support areas, as necessary.Work closely with US IT teams to plan and execute IT Infrastructure projectsManage and administer IT Infrastructure by maintaining up-to-date documentation, maintenance planning and capacity planning to meet business needsEnsure that Support teams meet the desired SLA, CSAT and other metrics.Provide leadership and guidance to coach, motivate, and lead team members to their optimumperformance levels.Drive continuous process improvement for better & faster service delivery.Manage software & hardware suppliers and contractors in order to minimize total cost of ownership and ensure SLAs are adhered to, recommend IT purchases, ensure new system implementations meet requirements, ensure all contracts & purchases provide ROIManage Service Desk to support user requests with proper problem solving and root cause analysis via ticketing tools and proper ITIL processes.Manage a team of technicians by monitoring the work load, shift management and prioritizing requests to ensure rapid responses to user needsManage Career Development Program and Rewards & Recognition Programs for the IT Operations vertical.Strategic SkillsDesign, implement and report Metrics periodically (daily, weekly, monthly, quarterly and yearly)Vendor ManagementRisk & Vulnerability Assessment.Infrastructure Design, Optimization & Administration.Business Continuity/ Disaster recovery Management.Policies procedures & Standards Design.Program/ Project Planning Management.Team Training, Mentoring & Leadership.Technical SKILLSStrong but broad technical knowledge in ServerOps (Linux and Windows 2008/2012 Servers), Office 365/ Exchange, LAN/WAN Administration, VDI/Terminal Server Environment, Virtual Server management using VMWare and Hyper-V technologies, Docker & Containers, SAN Storage, Active Directory, WAN Accelerators like Riverbed.Knowledge on managing hybrid infrastructures (on premise + Cloud based like AWS/Azure) is a huge plus.Knowledge on Cisco Routers and switches is highly desirable.QUALIFICATIONS REQUIREDBachelors degree in Computer Science or related field.Should have 12 to 15 years of management/leadership experience in a IT Infrastructure Management role with at least 7+ years experience in Infrastructure Design, Service Delivery and IT Operations.Willingness to roll up your sleeves to dive into infrastructure issues and provide technical support, as needed.Candidate must have excellent communication and presentation skills.Exceptionally strong experience with ITIL practices, especially with Incident and Problem Management aspects.Exposure to Lean and Agile principles and experience in applying them to IT Operations area is a huge plusA track record of successful delivery of infrastructure related services as an individual contributor, team leader and service delivery manager.Strong leadership, project management , time management, problem solving skills, resource management, risk management and contingency planning.Very strong customer service orientationExperience with teams spread across multiple locations and multiple time zones.Ability to provide feedback with appropriate coaching and mentoring skills.Interpersonal skillsPassionate, Self-motivated and driven, with keen attention to detail, action-and-results oriented.Excellent interpersonal, verbal and written communication skills as well as strong logical, analytical, problem solving skills and reporting skills.Able to prioritize and execute tasks in a high-pressure environment.Able to present ideas in user-friendly language.Experience with in a team-oriented, collaborative environment.
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 12-16


Configuration/Release Mgmt | Project Leader/ Project Manager | Quality Assurance/Testing | System Administration
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