Black Box | Tools Manager
7 days ago
Job description :
The primary responsibility of the Tools leader is to plan, organize, and manage applications, integration, automation, and overall operations to ensure the organization and customer infrastructure stability. He/she will also be responsible for developing, implementing, and managing all Operations frameworks, processes, policies, and plans across the various operations centers and delivering an integrated support platform capable of responding.Essential Functions:Provide tools & relevant solutions in verticals such as Healthcare, BFSI, Manufacturing, Government, retail & consumer goods, Energy & utilities.Assessment of various tools available in the market and select the most suitable ones based on organizational needs. These tools include monitoring, self-healing, automation framework and more.Integration & deployment: They ensure seamless integration of these tool into existing infrastructure. Deployment involves configuring, installing, and maintaining tools across various verticals.Monitoring & reporting: The leader overseas real-time monitoring of IT Infra, applications using tools. They should generate reports on performance, incidents, SLAs etc.…Automation & orchestration: managed services rely on processes automation. The leader ensures effective & efficient use of automation tools. Orchestration tools to help coordinate complex workflows & processes. Must have experience in scripting, python, and other automation tools. Focus to reduce manual work / tasks. Experience on AIOps , Creating center of excellence.Leverage on AI-driven analytics, predictive maintenance, and automated incident resolution.Continual service improvements on tools deployed at customer environment. Focus on cost reduction.Vendor management: Collaborate with internal IT team to negotiate tools vendors contracts, licenses. Regular tools patches & updates.Training & support: Training to internals teams & enable support from OEMs whenever required.Continuous improvement: Focus on the constant improvement in tools effectiveness for end customers, elimination of manual tasks, and reducing overhead costs. This involves identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.Security & compliance: Ensure security & compliance are met as per customer requirements.Good hands-on experience in managing & monitoring applications and related configuration – like Nexthink, Kore.ai, Microsoft, Nectar, Nagios, Grafana, WUG, etc.Handle SLAs, info security, availability, capacity management, continual service improvement.Assess the operational and functional baselines of the organization and its supporting systems.Prepare status reports and deliver presentations on infrastructure operational improvements effectively using tools.Work proactively to get feedback from operational teams to improve the operational performance of the delivery units and the customers processes using tools.Ensure that operation management policies, standards, and procedures are properly implemented, enhanced, and maintained, including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).Maintain system protocols, knowledge base, SOPs, and other documents by enforcing traceability, updating procedures, analyzing system and program changes.
Additional Functions:Managing, prioritizing, and establishing goals, standards, and service levels for the day-to-day operations in the Network Operations Center (NOC) by standards and guidelines.Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.Maintain Operational Awareness and keep informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, required reporting, Large Scale Outages, and customer satisfaction issues.Ensure security & Risk management directives are properly understood by the NOC team and followed.Led the NOC team to ensure the Infra reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements.
Education Requirements:Bachelor’s Degree/Diploma in Computer Science, Information Systems, Business or related field, or equivalent, relevant experience.
Experience Requirements:10 to 15 years of experience in managing tools & applications, operations, and support for tools.
Other Qualifications, Skills & Certifications:Must have experience to monitor & manage Tools for,Remote monitoring & management (RMM) – endpoints, network, systems, CloudProfessional services automation- ticketing, time tracking, resource utilization/ allocationIncident response- rapid, self-healing response to incidents & data protectionBackup & recovery – regular backups, quick recovery in case of data lossIT service management – automation, workflow customization, asset trackingMust have technical certifications on monitoring tools like Logic Monitor, SolarWinds or similar.Must have relevant industry experience.Good understanding on voice, Network, cloud, virtualization, compute.Excellent service philosophy and understanding of the challenges in providing a superior customer experience.Superior collaboration and communication skills: team building, conflict resolution, stakeholder management, risk management, product management, negotiation & decision-making.Ability to work effectively across many internal functional groups to optimize product offerings, create a seamless internal and external customer experience and resolve issues.Proven ability to continuously expand and leverage the knowledge of the market and industry trends and translate to recommending and implementing process and efficiency improvements.End-to-end process thinker, with proven experience in leading change within an organization and understands how change affects employees and utilizes strategies to reduce risk to the organization.
"Black Box” is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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