Infrastructure Delivery Manager

About Client

Job Title:

• 12+ years of Infrastructure Service delivery experience
• 5+ years of experience in leading team of Infrastructure Services Delivery
• Delivers per SOW commitments, plan for SLA improvement
• Analysis of Incident/Problem & Change tickets
• Track open issues & risks to drive to closure
• Launch & drive Improvement Plan for various project enhancements Process, tools & automation
• Drive Optimization Plan as per project requirements and expectations Availability, Scalability & Capacity Planning of project resources with Change controls
• Knowledge of Operationalizing policies, procedures, MIS, Forecasting and Scheduling techniques.
• Recruit, train and develop technical and supervisory personnel
• Plan and execute in-flight projects as per project requirements
• Strong Leadership/ Team Building/ Decision Making attribute
• Demonstrated success in managing a delivery / run organization for a leading IT client
• Exposure to ITIL Best Practices is necessary
• Stakeholder management
• Technology awareness in the areas of:

• Windows

• Patching process
• OS Troubleshooting
• VM Installation
• O365 Installation & Troubleshooting

• Unix

• Patching process
• Familiarity with RedHat Linux,

• Network

• Data & Voice network
• Firewall security devices
• Wireless & Controllers
• Network OS upgrade process

• Storage

• Comm Vault or Net Apps Storage, Hitachi
• Storage policies

• Database

  Familiarity in any of database - SQL, DB2, Terra data

Key Responsibilities:

• Service Delivery as per the contracted SLA; Creating, defining and maintain the SLA agreed upon with the client
• Manage Critical Incident & drive to immediate closures with necessary intervention.
• Regular analysis of tickets. Derive & Drive SIPs on process, tools & automation
• Review availability, scalability & capacity planning of the project resources
• Effective Customer & stake holder management - Customer retention and expansion of service through delivery excellence and excellent client relationship
• Build, Lead, Coach and develop technical teams for Service desk, Monitoring &, Operations team, Get into necessary technical discussions & guide teams
• Review SOPs and technical documents
• Meet Organizational performance matrices as per applicable policies,
• Perform & Participate in various quality & risk audit as per applicable compliances
• Proactively managing the new hires
• Ensure for KB articles to be created time to time to ensure smooth functioning of the team
• Focus on project opportunities and transformation initiatives
• ITIL process definitions and implementation
• Resource management, Utilization, Billing & Management, Project Status Reporting

Qualification: