GSPANN - Infrastructure Delivery Manager - ITIL

4 days ago

Gurugram, India GSPANN Technologies Inc. Full time

We are looking for an experienced Infrastructure Delivery Manager to lead and oversee Infrastructure Hosting. The ideal candidate will bring strong delivery management capabilities, excellent client-facing communication, and a track record of managing cross-functional teams in high-paced environments.


- Serve as the primary point of contact for the Infra hosting program across on prem and cloud.


- Own end-to-end service delivery across functional and technical streams, ensuring adherence to SLAs and KPIs.


- Lead cross-functional teams of Backup, Storage, Database Administration and Cloud administration to deliver high-quality support and continuous improvements.


- Manage the full incident lifecyclemonitoring, prioritization, root cause analysis, and resolutionwith proactive trend analysis.


- Govern the Change Request (CR) process: from scoping and estimation to approvals, implementation, and closure.


- Collaborate with cross functional teams on Network, access controls, and landscape optimization.


- Define and enforce SOPs, escalation processes, and communication protocols for critical and high-impact issues.


- Oversee L1, L2, and L3 support delivery with 24x7 coverage through effective coordination between onshore and offshore teams.


- Drive ITIL-based processes for incident, problem, change, and release management.


- Monitor service performance via KPIs, SLAs, and dashboards, and lead continuous service improvement initiatives.


- Conduct regular service review meetings with stakeholders and ensure high levels of client satisfaction.


- Manage the pipeline for change requests in line with governance protocols.


- Provide regular status updates and executive reporting.


- 14+ years of IT experience with at least 68 years in Infrastructure delivery management roles.


- Strong experience managing large-scale Infrastructure support engagements.


- Require very good understanding of cloud native solutions using AWS, Azure


- Good experience on deployment of cloud VMs and Windows servers


- Exposure to Cloud storage and backup


- Expert level knowledge on Microsoft Azure


- Should have good working experience on Cloud & Virtualization Administration


- Proven experience in handling Infra support programs.


- Excellent communication, stakeholder engagement, and escalation management skills.


- Experience working in hybrid onshore-offshore delivery models.


- Microsoft Certified: Azure Administrator Associate / Expert


- AWS Certified SysOps Administrator / Solutions Architect


- VMware Certified Professional (VCP)


- HPE SimpliVity Certification

(ref:hirist.tech)

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