AGM - IT Operations - Media & Technology Firm

- Leading Media & Technology MNC requires AGM (IT Operations) -( Delhi)

- One of our client a IT & Technology MNC part of a leading media House that provides Software, technology, consulting, and operations services & India's leading software & IT Giant .

- It is headquartered in Delhi with operations in over 13 cities in India.

- It combines a passion for client satisfaction, technology innovation, deep industry and business process expertise and a global, collaborative workforce that embodies the future of work.

We are looking for AGM ( IT Operations) for the Delhi office of the client

The details are as follows :

1) Client - Global Technology & Media set up

2) Job Title - AGM( IT Operations)

3) Experience - 13- 18 years of relevant experience in procurement of IT operations

4) Location - Delhi

Responsibilities:

Job responsibilities -

Hub Leader - IT Operations (Delhi NCR)

Position: AGM

Job location: Delhi

Service Delivery Scope:

- Site IT Hub leaders are responsible for providing the IT Infrastructure Services at the required service levels to meet the needs of the Customer/Business, most of which will be provided through outsourcing.

- IT HUB leader is responsible for ensuring that the Services are provided at Site level on a consistent basis to meet the needs of the Individual Consumers and local management.

- IT HUB leader may be located on a single site or be responsible for a group of sites geographically located near one another.

- However, every site will have a dedicated site IT HUB leader.

IT HUB Leader:

Local Infrastructure Management:

- The Site IT HUB leader reports hierarchically to the IT CTO - Operations.

- The HUB Leader maintains a close working relationship with the Local Business Management understanding the infrastructure needs of the Site and ensuring that these requirements are communicated as feedback to business and other IT vertical leaders.

- The HUB Leader will act as a champion/promoter of the Outsourcing strategy and an interface to the local business.

- The HUB Leader will take an audit role checking weekly or monthly to validate accuracy of the reporting provided by the Outsourced Vendor

- The HUB Leader will also act as a local interface to the business stakeholders and will provide consolidated feedback with details to both Business and vertical leaders.

- For those services not outsourced, the HUB Leaders act as the Functional Manager for Local Resources ensuring services are provided on a timely basis with the correct priority to address both routine incidents as well as critical escalations.

- The HUB Leader acts as the Single Point of Contact for exceptions and escalations to to/from local top-management.

- performance feedback on individual employees. This should only be done under the guidelines of the local Philips policy (may need to consult with Cluster HR).

- Vendor management

- Project management

Service Delivery:

- Local site IT Infrastructure service delivery responsibilities are divided into Service delivery by IT site delivery and Service delivery by E2E production lines

- The HUB Leader will execute his steps in the Global ITIL processes (where applicable).

- He should be engaged in the incident (escalation) management process on an exception basis (this exception level may vary by site or service).

- The HUB Leader will also be responsible for communicating back to the Local Business the results of any Root Cause Analysis from a major site-outage

- The HUB Leader is responsible for driving the user to use HT Standards, and Processes helping to ensure they are using them in the most productive way and that they are aware of any and all of the self-help tools.

- The HUB Leader is the responsible for providing feedback to the E2E Production Lines and the IT Operations CTO with potential reasons why the SLAs are not being met at the local level.

- The HUB Leader is also the Escalation path for the Site for Customer Dissatisfaction and follows up personally on issues raised in the Customer Satisfaction Surveys.

Finance & Governance:

- While the HUB Leader will not be directly responsible for a Cost Center budget, the HUB Leader will work with the CTO

- Operations to assemble and Co-Manage the Infrastructure AOP. This will include managing local spend on Vendor Contracts, External Resources, Office Expenses.

- The HUB Leader will also be asked to help build and forecast the AOP for each of the E2E Production lines with regards to plans on the Local site.

The HUB Leader is responsible to identify and where possible implement Cost Saving Opportunities whenever possible.

- These can be at the Site Level, Country level, or from an E2E Production line.

Qualifications & Capabilities:

- Engineering graduate

- Preferred ITIL Certified

- Multi locations & team handling

Experience:

- 15- 20 years of experience in IT Operations

- Joining in 30 days