Production Ops Lead

Position summary:

Ensure that the team is sufficiently and adequately staffed in all shifts with rightly skilled resources to support 24x7 operations.
Has a secondary role as Technical Lead to drive team to perform L1.5 tasks such as Patching, SOP Based troubleshooting, Automation via Scripts etc.. Identify areas for process and efficiency improvements within Prod OPS and optimize services. Lead, participate and contribute to service improvements Work with the SDM, Operations Managers and Infra L2 support teams to ensure E2E Prod OPS & monitoring operations are managed within SLAs and expectations.

Key responsibilities:

24 x 7 Prod OPS

• Ensures that 24 x 7 Prod OPS team is working effectively.
• Ensures that Standard Operating Procedures are in place for all Prod OPS tasks and that escalation to support teams is timely and effective.
• Ensure that monitoring is in place for all client infrastructure and maintain inventory.
• Ensure that critical alerts are actioned on promptly before business impact.
• Ensure timely escalation and track issues till resolution.

Team management responsibilities

• Ensure team is rightly staffed to support operations

• Ensure team is competent on the use of the customer & NCS tools and trained on the processes
• Document and update processes and guides
• Identify areas for process and efficiency improvements

Qualifications:

IT degree

Experience

• Minimum 5 years’ relevant experience in Windows Support & Automation of simple tasks.
• Minimum 2 years work experience as 24x7 operations support team lead
• Hands-on experience in infrastructure operations support
• Extensive knowledge and experience in 24x7 E2E monitoring of infrastructure
• Must be willing to work on call after office hours.

Knowledge required

1. Knowledge of Windows & monitoring tools (e.g. Logic Monitor)
2. Knowledge of ITSM tools (e.g. ServiceNow)

Good to have

1. ITIL intermediate certificate
2. Technical certifications

Soft skills

1. Ability to lead, influence and coordinate resources to achieve results
2. Autonomous and self-motivated
3. Good communication (verbal and written) skills
4. Demonstrates initiative and a commitment to continuous improvement
5. Ability to perform under pressure

NA