Delivery Leadership - Remote Infrastructure Support

Delivery Leadership_Remote Infrastructure Support

Job Description :

Role :

- We are looking to hire delivery leaders who have experience in managing end to end delivery of large and complex programs for our India based offshore delivery centers.

- For this role, we are looking for professional who have technical expertise in Remote Infrastructure Support.

This position is a key leadership role and will require experience in client management, good communication and problem management skills including :

- Managing 24x7 Operations

People Management :

- Recruit, motivate and develop highly skilled staffs that focuses on service delivery and on meeting the expectations of the business

Daily Operations, overview :

- Analyze service performance data and take corrective measures in service delivery. Irrespective of any technology, understand the problem and take it to closure.

- Responsible for resolving customer escalations and enhance customer satisfaction

Predictive analysis :

- Suggestions on Improvement Plans; Understanding the requirement and defining the solution, it can be customized based on the requirement ;

- Should inform supervisors in advance if there is a problem/Escalation based on the inputs from subordinates; create a strong channel of communication.

- Understand the problems in operations and suggest the remedial action.

Minimum Skill Requirement :

- Ability to work in Mesh Network Maintain Enterprise Support in Heterogeneous environment.

- Analyze the problem with the team and counterparts and suggest a solution

- Ensure Service levels to Business are met; SLA/ KPI understanding and compliance

- Good knowledge on Support processes; knowledge on ITIL processes

- Ability to have team bonding; High energy level and be able to effectively work with various cross functional teams

- Data Centre technology knowledge Windows, Unix, Back-up/ Storage, Tools, Database, Exchange, etc. and Infrastructure Support and delivery experience

- Basic understanding of ISO 2000/BS7799/ITIL/ITSM.

- Industry certification like MCSE/CCNA/CCNP/etc.(optional)

- BE/ B. Tech or any other recognized degree

Good to Have :

- Experience in tier 1 organizations

- Proven experience in offshore delivery and Sound Industry Domain Knowledge

- Should have managed teams from client site to offshore (end to end responsibility) in delivering large programs

- Good understanding of Project Financials and key levers that influence profitability

- Strong Communication skills and ability to confidently communicate a point of view

- Strong understanding of key client stakeholders and managing expectations

- Proven experience in deal process - presales, solution and contract management/legal process