Hosting Service Delivery Managers

Description

Description

• Act as the primary point of contact for the Infrastructure (Infra) hosting program across on-premises and cloud environments.
• Ensure end-to-end service delivery across functional and technical areas, maintaining adherence to Service-Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead cross-functional teams across Backup, Storage, Database Administration, and Cloud Administration domains to provide high-quality support and drive continuous improvement.
• Monitor, prioritize, analyze root causes, and resolve incidents while proactively identifying trends throughout the entire incident lifecycle.
• Govern the Change Request process, including scoping, effort estimation, approvals, implementation, and closure.
• Collaborate with cross-functional teams to optimize networks, access controls, and system landscapes.
• Define and enforce Standard Operating Procedures (SOPs), escalation workflows, and communication protocols for managing critical and high-impact issues.
• Coordinate effectively with both onshore and offshore teams to ensure seamless L1 (Level 1), L2 (Level 2), and L3 (Level 3) support delivery with 24x7 coverage.
• Implement and uphold Information Technology Infrastructure Library (ITIL)-based processes for incident, problem, change, and release management.
• Track service performance using KPIs, SLAs, and dashboards, while initiating continuous service improvements.
• Conduct regular service review meetings with stakeholders to sustain high levels of client satisfaction.
• Maintain and manage a pipeline of change requests, aligning them with established governance protocols.
• Deliver consistent status updates and prepare executive-level reporting.
  

Skills And Experience

• 14+ years of experience in Information Technology (IT), with at least 6–8 years focused on infrastructure delivery management.
• Hold relevant certifications, including Microsoft Certified: Azure Administrator Associate/Expert, AWS Certified SysOps Administrator/Solutions Architect, VMware Certified Professional (VCP), and HPE SimpliVity Certification.
• Demonstrate proven success in managing large-scale infrastructure support engagements.
• Strong knowledge of cloud-native solutions, particularly those leveraging Amazon Web Services (AWS) and Microsoft Azure.
• Deploy cloud-based Virtual Machines (VMs) and Windows servers with hands-on expertise.
• Work efficiently with cloud storage and backup technologies.
• Exhibit expert-level proficiency in Microsoft Azure administration.
• Operate confidently across cloud and virtualization platforms, with significant hands-on administration experience.
• Lead complex infrastructure support programs with a strong operational and strategic approach.
• Communicate effectively and engage stakeholders with confidence, managing escalations professionally.
• Adapt well to hybrid delivery models involving both onshore and offshore collaboration.