We are looking for a highly motivated Senior IT operations professional with 10 - 15yrs of industry exp with below skills and expertise, this is for Pune location.
If you have an experience to...
Design and implement the schedules to meet the support needs of 1000+ hosted clients.
Deliver high quality operations support to Clients catering to the SLAs
Knowledge of Operating systems, Databases, deployment and monitoring tools
Build a good understanding of the hosted eco system of products at a functional as well as technical level.
Raise the bar with respect to Customer support, taking into account all dimensions with respect to the hosting support and problem management & escalation.
Work in rotation shifts to meet the business needs
Good Analytical and problem solving skills
Should possess a strong track record of...
A Min of 10+ years of relevant experience in managing a hosting operations support team filled with a solid background on tools and techniques for hosted managed services.
Proven abilities around schedule management of 24 * 7 * 365 teams and building comradery with US based support teams
Working across various layers of the organization to ensure that the team delivers on time, follows the escalation process and provides tier 1 customer service
Managing special projects on a need basis
Running and managing the Priority 1 escalation process
Accountable for managing business decisions throughout the evening (EST.) processing windows,
Strong analytical and problem-solving skills. Should have the ability to roll up your sleeves and go deeper into a project/delivery as the need arises. Demonstrated skills with respect to people management and an ability to groom and develop the next line of leaders within the team.
Minimum of a Bachelors degree in Computer Science or other equivalent combination of training and experience
Collaborating with Network Engineering, System Engineering, and Database management teams on overall improvements across the group
Developing working relationships with internal datacenter providers and network providers
Developing working relationships with the development, QA and Software Change Management groups to build strong relationships to improve the support to the client base
Have strong understanding of DEVOPS and 3+ years of requisite experience
Should have minimum of 1-2 years of experience in US or Europe
Knowledge of running and managing an 24 * 7 IT operations team in a Hosted environment
Knowledge of ITIL and related support framework
Knowledge on Information security and Business Continuity
Experience in communicating with users, clients, other technical teams and managers to collect requirements, describe application features, technical designs and development strategy.