Manager - IT Operations

- Responsible for managing 24x7 Service Desk day-to-day operations. Coordinate processes, issue management and end user escalations

- Manage and monitor all key performance indicators and service level agreements to ensure the Service Desk meets all SLAs as per the scope of services

- Develop, support, enhance, execute and enforce key ITIL based service model processes, especially Incident Management and Service Request Management

- Manage servers, Firewalls, Storage & networking

- Safeguard assets by planning and implementing disaster recovery and back-up procedures and information security and control structures.

- Performing routine audits of systems and software.

Desktop/Helpdesk management:

- Handle large data centers

- Managed UPS and related services.

Capacity Planning:

- Responsible for driving the capacity planning process related to the application and regular feedback to the Capacity planning / Data Center team well in advance and follow it up from order to delivery to deployment

Security:

- Implementation of all security policies and guidelines that have been defined by Our Client for the Service desk and IT team

Infrastructure Operations:

- Network & Security support for LAN, WAN & MAN Link

- Network security compliance (ISEC & Patching)

- Firewall and password policy management

- Server Systems Operations support for Wintel, UNIX & Linux Backup & storage management

- WSUS patch management; Security compliance ISEC & Patch management; Antivirus reporting & management

People:

- Development of the team members, timely reward and recognition, improving employee morale and productivity along with team building.