Operations Manager Account Delivery Mgmt

Job Description

Job Code- 108677-3-1

Role: Operations Manager / Account Delivery Mgmt

Location: Eon Phase 2, Kharadi, Pune

Work Mode-WFO, UK shift

Must have Skills:

1. Overall Exp 15+ in IT Infra Operations Mgmt.
2. Data Center Operations & Service Desk
3. Managing a team size of 50+
4. Must be managing Global Clients (Please ask the candidates to mention the global clients In CV or projects they are managing for shortlisting the pro

Job Summary

A mid-senior level Infra Operations Manager to drive operations based on ITIL framework. The Individual should be passionate about technology, experienced in ITIL Processes and managing mid-large sized Infra teams cutting across technology domains

Years of experience needed

• 12+ years of experience as an operations Manager.

Technical Skills:

• Experienced in handing a team spread across multiple technology domains
• Should be well versed in ITIL Processes mainly, Incident, Problem and Change management
• Should have operational knowledge on Service Now (and not just a user) to manage tracking team performance, reviews, reporting via the tool
• Should have worked on at least 1 automation in current project/organization benefitting customer and team on improving efficiency, productivity, cost.
• Must have worked with the customer either from offshore or onsite, performing daily/weekly/monthly operational reviews on services and service levels.
• Should be able to handle customer escalations and address issues working collaboratively with all teams across service lines (Infra, Apps)
• Experienced people manager who should be able to perform team reviews of a team size of approx. 20 resources.
• Monitoring and measuring service performance of all operational services against targets within SLAs"
• Producing service reports review of all SLA breaches
• Periodic review of SLAs and services.
• Must be able to communicate fluently in English, both written and verbal.
• Excellent interpersonal communication and organizational skills to contribute as a leading member of global, distributed teams focused on delivering quality services and solutions.
• Experienced in handing a team spread across multiple technology domains
• Should be well versed in ITIL Processes mainly, Incident, Problem and Change management
• Should have operational knowledge on Service Now (and not just a user) to manage tracking team performance, reviews, reporting via the tool
• Should have worked on at least 1 automation in current project/organization benefitting customer and team on improving efficiency, productivity, cost.
• Must have worked with the customer either from offshore or onsite, performing daily/weekly/monthly operational reviews on services and service levels.
• Should be able to handle customer escalations and address issues working collaboratively with all teams across service lines (Infra, Apps)
• Experienced people manager who should be able to perform team reviews of a team size of approx. 20 resources.
• Monitoring and measuring service performance of all operational services against targets within SLAs"
• Producing service reports review of all SLA breaches
• Periodic review of SLAs and services.
• Understand and analyze load balancer (LB) error messages.
• Providing appropriate management information to aid performance management and demonstrating service achievement"
• Instigating and coordinating Service improvement plans for the management, planning and implementation of service and process improvements."
• Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
• Work with HR and support groups to improve employee retention and satisfaction
• Ensure all Team Management plans and Training plans for the teams are up to date and reviewed periodically.

Non-Technical Skills:

• Must have superior problem-solving skills with extremely high levels of initiative and assertiveness.
• Effective interpersonal, team building and communication skills
• Bachelor s degree preferably in Computer Science or Information Systems and /or equivalent formal training or work experience.
• ITIL V3 certified.
• Overall, 10-12 years of experience with 8-10 years as Infra Operations Manager

Certifications Needed:

• ITIL V3 certified.