IT Operations Site Leader - IT Infrastructure Domain

IT operations Site Leader

Function : Overall IT Operations Governance to the Kolkata Site / all business accounts IT

New Role (Bring presence of senior resource in Kolkata, keeping client and internal business leadership connect and growth in view).

This role contributes to the success of the IT operations through client and business engagement on BAU operations.

The Role is focused on Managing the client and business relationship from IT standpoint as Site Leader, managing the team. The role is expected to bring value to the IT Operations by effective collaboration between client and Corporate teams to manage the engagement from BAU standpoint. Along with sustenance, Growth in the region to be managed.

Key relationships for this role :

Relationship with Client, Business team, Biz IT organization for NPS, Transition etc. Leads Infrastructure (network, voice, server, EUC), Information Security, compliance, Finance, Application, Billing, HR, legal teams etc.

Minimum prior qualifications :

- Bachelor's degree in Computer Science or equivalent subject

- Overall 8 - 12 years of work experience with 3 - 4 years in IT Operational role, And should have knowledge at least in any of IT infrastructure Domain.

Specific competences ( Essential) :

- Expertise in IT with one of IT infrastructure domain of which at least 3 years must have been in IT Operations, leading the team, and dealing with international stakeholders.

- Experience in driving IT operational metrics, planning and conducting client and internal businesses IT operational governance and tracking action items to closure.

- Sound understanding of converting client and biz requirements and deliver with the help of team and vendor organization.

- Ability to interact with technical and business, executive leadership and operational staff and act as a Thought Partner

- Ability to communicate clearly and concisely, both orally and in writing, and be able to negotiate a contract/SOW that is in the best interest of the Governance, Projects team and is reasonable for the Vendor too.

- Strong negotiation and analytical skills with experience in using Excel and PowerPoint

- Flexible to accommodate time-zones as to meet the client demands being clients are geographically dispersed

- Excellent interpersonal, leadership and communication skills

- Ability to work both independently and in various team settings

- Ability to work under pressure with a strong sense of setting priorities.

Specific competences (Desirable) :

- Knowledge in Application area would be an added advantage.

- Knowledge in Voice domain would be an added advantage

Key Roles and Responsibilities :

- Implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security

- Ensure all the customer complaints/issues are proactively identified, addressed and closed with documentation.

- Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.

- Needs to manage relationship and resolve dispute if any between internal biz, client, corporate teams and partner stakeholders.

- Drive IT Governance meeting with client IT, business teams

- Drive Productivity and Automation Benchmarking within the Business

- Ensure Zero Major Incidents due to hygiene issues for the account/s

- To enable the conduct of Infosec compliance audits across all account/s

- Ensure 100% SOW compliance for all accounts in account

- Ensure all SLA metrics are met as per agreed SLA norms

- Actively participate in NC closure / Risk mitigation

- Ensure effective Business Continuity Planning & delivery

- Always practiced proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented.

- Document process controls, step by step procedures, key input-output information for all activities.

- Provide performance coaching to enhance individual/ team performance.

- Partner with Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solution.

- Define Project Tasks and Resource Requirements, develop Project Plans framing transition plan and KT approach basis the strategy and business case of the client, and streamline the processes of IT, Knowledge Transfer, Process Architecture among teams. Present reports that define project progress, problems and solutions.

- Maintain continuous alignment of project scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent

- Explore opportunities to reduce the managed services costs working with business and corporate teams.