Shift Manager

Found in: Expertia - 2 weeks ago

Mumbai, India Saaswika Solutions Private Limited Full time

Saaswika Solutions Private Limited is a New Age Consulting firm that connects tech talent, tech teams, and project solutions to help our clients accelerate their digital journey. We create unique experiences that rely on borderless talent, technology, and customized solutions under given timelines.


Job Overview


We are urgently looking for a highly skilled and experienced Shift Manager for one of our client.

This is a senior-level position with a required experience of 8 to 12 years.

The job is based in Mumbai and the employment type is full time.


Job Description


Shift Operations Management:

Manage IT operations during designated shifts, ensuring the availability, reliability, and performance of IT systems and services.

Supervise and coordinate the activities of shift staff, including system administrators, network engineers, and service desk analysts, to ensure operational objectives are met.

Monitor key performance indicators (KPIs) and service level agreements (SLAs), and take proactive measures to address deviations and minimize service disruptions.

Incident and Problem Resolution:

Oversee the identification, prioritization, investigation, and resolution of IT incidents and problems during the shift.

Lead incident response efforts, coordinating with technical teams, stakeholders, and vendors to restore service and minimize impact on business operations.

Conduct post-incident reviews and root cause analyses to identify underlying issues and implement preventive measures.

Change and Release Coordination:

Coordinate the planning, scheduling, and execution of changes and releases during the shift, ensuring adherence to change management processes and procedures.

Assess change impact, risks, and dependencies, and communicate change schedules and expectations to stakeholders.

Monitor change implementation and provide status updates, ensuring changes are completed successfully and documented appropriately.

Escalation Management:

Serve as a point of escalation for unresolved incidents, problems, and service requests, providing guidance and support to shift staff and technical teams.

Escalate critical issues to senior management, vendors, or other stakeholders as needed, ensuring timely resolution and communication.

Team Leadership and Development:

Lead and mentor shift staff, providing guidance, coaching, and support to ensure high performance, productivity, and job satisfaction.

Foster a collaborative and inclusive work environment that promotes teamwork, accountability, and continuous learning.

Conduct performance evaluations, provide feedback, and support the professional development and growth of shift staff.

Documentation and Reporting:

Maintain accurate records of shift activities, including incident logs, change records, and shift handover reports.

Generate and distribute reports on shift performance metrics, incident trends, and service availability, providing insights for management review and decision-making.

Ensure documentation of operational procedures, troubleshooting guides, and best practices is kept up-to-date and accessible to shift staff.

Continuous Improvement:

Identify opportunities for process improvements, automation, and optimization of shift operations to increase efficiency, effectiveness, and resilience.

Participate in post-mortems, lessons learned sessions, and service improvement initiatives to drive continuous improvement and enhance operational maturity.

Stay current with emerging technologies, industry trends, and best practices in IT operations management, and incorporate relevant insights into shift practices and procedures.

Qualifications:

       Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.

       5+ years of experience in IT operations, infrastructure management, or related roles, with at least 2 years in a leadership or managerial position.

       Strong technical background with expertise in IT systems, networks, and infrastructure components.

       Proven leadership and team management skills, with the ability to inspire and motivate teams to achieve goals and deliver results.

       Excellent communication, collaboration, and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.

       Solid understanding of ITIL (Information Technology Infrastructure Library) framework and best practices for IT service management.

       Certifications such as ITIL Foundation, PMP (Project Management Professional), or related credentials are highly desirable.


If interested, please share your updated resume.


Regards,

Vineetha V

Sr.Executive - Recruitment

Saaswika Solutions Pvt Ltd

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