Job Description
• Developing SOWs/SLA/OLA and if required, Requests for Proposals (RFP)for external or outsourced service providers.Participates in supplier selection process (if required)
• Actively monitors SLA/OLA for related services and participates in review and updates as necessary; hosts service review meetings with Sr. level stakeholders and proposes and owns related action items.
• Analyzes industry trends and recommends rationalization of service delivery for IT processes/services, influences decision making.
• Finding innovative ways of improving support processes/operations and customer satisfaction scores.
Financial Management:
• Meets financial objectives by forecasting requirements; preparing delivery budget; monitoring expenditures viz. resources, licenses etc.
• Analyzing variances; initiating corrective actions and work to optimize service delivery costs
Stakeholder Engagement:
• Seasoned professional with experience in hosting periodic review meetings with different stakeholder groups; Do timely follow-ups and completion of action items
• Competent presenter; promotes process, program or project with stakeholders, other functionsand groups.
• Manages periodic engagement with global and local business users, IT partners , team and other stakeholders.
• Ensures transparency of communication in case of issues/escalations, upcoming changes, new projects/programs.
• Able to translate technical terms,jargon in simple words and engage with biz/other Sr. stakeholders and leaders in “business language/words”
• Ability to make presentation to Sr Management and manage difficult conversations with key stakeholders
Domain Expertise:
• Hands-on technical knowledge in Network and Firewall technology platforms is a MUST. Handling of global server/Datacenter operations will be highly desired & preferred
• Deep dive expertise in Network and Routing protocols, implementation of Firewall tools and platforms. Good understanding and knowledge of Server/DC operations like Operating Systems, VMware Virtual platforms, MS Azure will be a huge advantage.
• Able to propose and implement short and long-term plans to ensure Network/FW capacity meets existing and future requirements. Similar for server/DC areas as well.
• identifying trends; determining system improvements and leading related changes
• Proven expertise in designing and deploying IT service delivery/ITIL processes- Incident, Problem, Change & release, compliance management processes
• Perform periodic network performance assessment & share statistics / reports; Preparing weekly & monthly reports
• Calculating the efforts for the new demands & handling the IT Demand Management effectively; ensuring appropriate team hours booking for projects & operations.
• Conduct research and make recommendations on network products, services, protocols, and standards in support of network procurement and development efforts. Similar for server/DC operations. Knowledge and experience in OS mgmt., patch mgmt., HW to Virtual servers transitioning , storage-backup will be an advantage.
• Deep dive with team/tech-leads for Monthly & Quarterly assessment of the access rights to central management server & review of the firewall rulesets
• Manage and ensure effectiveness of security solutions, including firewalls, Pulse Secure, Internet Proxy and intrusion detection systems.
Risk & Compliance Management:
• Proactively identifying and propose risk mitigation plan and solutions
• Well versed in RCA and problem resolution; SPOC for all Audits& Compliance; Seasoned professional to handle audit questionnaire, interviews.
• Demonstrates leadership to define requirements for service delivery risk. Create strategies for risk mitigation and contingency planning.
Team Management:
• Manages technical teams with hands-on, deep dive engagement;gives direction & coaching when required. Develops and fosters close engagement between Network FW and Server DC team.
• Define KPIs/MBOs and reviews them on a quarterly basis.
• Experienced in handling and managing a technical team with varied skill sets, domain expertise and diverse global or local cultures.
• Sets direction for high-impact and/or long-range strategic projects and operations
• Experienced in handling and managing tough conversations with team , developing their growth plans in alignment with company goals and objectives.
• Experienced in working with a global MNC and colleagues with different cultures across the globe.
Technical know how: (Mention the technology on which person must be experienced)
Mandatory
- Excellent knowledge of current protocols and standards, Including DMVPN, ADVPN, Switching /routing, SSL/IPSEC.
- Hands on experience in deploying technical tools, configuration across Network and Firewall technologies, platforms
- Knowledge of SDWAN, SDLAN and necessary network topology/configurations for cloud operations (Azure, AWS)
- Sound knowledge &Hands-on on Firewalls, including Palo Alto, Checkpoint & Juniper
- Knowledge & understanding of the traffic flows, packet filtering.