Head - Service Delivery - IT Infrastructure

Head - Service Delivery - IT Infrastructure

Looking for an IT Engineer, MSC candidate with 15 years experience with minimum 5 years experience in IT operations, handled a large team.

1. Provide input into the overall strategy, framework and roadmap for IT Service Management & Delivery, collaborating with other vertical heads

2. Develop a short-, medium- and long-term event and problem management strategy

3. Undertake regular scrutiny of the developed strategy to keep up to date with latest trends in the external environment

4. Develop and implement cross functional operational processes and frameworks to ensure proper handling, escalations, and resolution of operational issues in IT applications, systems and servers

5. Monitor, control, and perform corrective actions based on problem management methodology pertaining to IT Services, tools, systems and applications

6. Manage the steering of service incident resolution and restoration: Incident analysis, defining and managing corrective actions to eliminate recurring service problems

7. Ensure the provision of end-to-end, cross level (L0 and L1) orchestration, cross functional coordination and management of issues, requests, alarms and incidents for SAP, POS, Infra, and Other Applications

8. Ensure that incidents are correctly escalated for L2 and above levels to the appropriate team within SAP, POS, Infra & Other Apps, and further operations and reconciliations are done within the respective core teams

9. Oversee that all problems and events triggered in the environment have suitable workarounds developed in time and an in-depth root cause analysis is conducted to avert future occurrence

10. Responsible for managing the overall Access Management and ensure that right access is given to correct employee on the basis of a pre-defined matrix

11. Manage exceptions through the Central IT Helpdesk by analyzing and acting on requests for additional access raised as incidents

12. Ensure planning and execution of Configuration Management throughout the project lifecycle, including development, migration, deployment, and security.

13. Ensure daily end-to-end delivery of Configuration Management services in accordance with this Configuration Management Plan.

14. Work with the GRC team and assist them to conduct audit and assurance activities

15. Responsible to nominate project managers to work with PMO to execute service delivery related projects.