Operations Manager

Job Description

• Should have more than 12 years of IT experience.
• Should have hands on experience in technologies like Windows / Unix Server, VMware and have good understanding of other enterprise components like Storage and backups.
• Good troubleshooting skills.
• Manage workload across team members at offshore
• Should be able to guide the team from technical and troubleshooting perspective
• First Point of escalation for offshore team
• Collect/Analyse metrics on tickets and performance of Offshore team members.
• Team motivation and address concerns of the team in coordination with Managers.
• Weekly and Monthly reporting to client and attend scheduled operations service reviews.
• Co-champion the service improvement initiative
• Need to be aware of changes being implemented for other systems, interfacing the systems.
• Plan & Manage cross training and ensure it is done to enable correct rotation and own the rotation policy.
• Monthly review of lessons learnt and follow up that necessary actions have been taken to prevent re occurrence of problems
• Working with the Infrastructure manager to review all Change Requests after implementation to ensure success criteria have been met
• Ensure any relevant documentation is kept up to date.
• Proficient with ITIL processes. Should be able to setup and fine tune all the ITIL processes.
• Should ensure that the team is following the ITIL processes.