IaaS Ops IT Manger

4 weeks ago

Pune, India SAS Full time
IaaS Ops IT Manger

Job Locations IN-Pune Requisition ID 20059475 Job Category Information Technology Travel Requirements None

Summary

:Infrastructure as a Service (IaaS) Operations team is responsible for maintaining operational stability of SAS’ global internal and hosting server, storage & network infrastructures. The engineer performs incident management, proactive operations, implements basic requests/changes and documents team procedures.As an active member of the Pune IaaS leadership team, you shall lead the IaaS Operations team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, and support. You will work with global Product R&D, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our supported environments.In addition to managing a diverse 24x365 team of IT Operations for SAS Managed Hosting, Corporate and R&D infrastructure comprising server, network, storage & monitoring infrastructure, this role will interface with local and global leadership and act as an escalation point for the operational aspects of the Shared Services Center in Pune, India.You need to have experience with IT operations management, performance management and experience working along ITSM processes with

focus on network, storage and data protectionPrimary Responsibilities:Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.Anticipates and tracks operational and tactical risks and providing strategic solutions.Oversee and reports weekly, monthly, quarterly, and annual metrics.Address operational concerns and issues, monitor overall customer satisfactionAct as the primary contact for work streams and escalationsDevelop and implement operational procedures and policiesAnalyze training needs/requirementsActing as the primary contact for work streams and escalationsExcellent interpersonal communication and organizing skills to coordinate project activitiesAbility to work with details and time-sensitive issuesGood decision-making skills and response to high-pressure situations working across team boundaries for collaborative issue resolutionSupport global external and internal customers negotiating any challenges presented by different cultures, work practices, and time zonesAbility to work flexible business hours as required by global customers / business needsAs per need On-Call availability and Non-Business Hours work (Weekends & Holidays)Adopt and adhere to all ITSM processes, as defined by the Service Management teamSupport and actively contribute to the successful establishment and capability growthEvangelize CIS internally and externally. Lead by example through behaviors in accordance with our Company Values, take ownership, and offer transparent, professional communication in all interactionsAdditional ResponsibilitiesIdentifies trends and assess opportunities to improve processes and execution. Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.Assesses a variety of situations and provide clarity to team and stakeholders.Works closely with management team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with regulatory-based best practices.Ensure team members have what they need to succeed to meet their goals and objectivesWork towards developing continuous improvement processes for the team as well as operational goalsAbility to manage escalations and shift priorities based on business needsKnowledge, Skills, and AbilitiesStrong management and leadership skillsIn-depth technical knowledge of one or more operating systems, network, storage & monitoring infrastructureGood ability to handle multiple workstreams at the same timeGood ability to supervise and train employees with varying skill sets in a high-pressure environmentGood verbal, written, and interpersonal skillsAbility to solve complex problemsTalent Acquisition, Coaching, Development & Succession with proven ability to foster an environment of positive employee engagement and trust in a globally distributed organizationProven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAsProblem-solving skills, Quick Learner, and a can-do attitude.Attention to detail and accuracy - while maintaining a solid awareness of the ‘big picture’.Ability to communicate with global peers and management in a clear, straightforward, and effective way.Ten years of experience in Information Technology within functional area. Three years of experience in a leadership roleYou’re curious, passionate, authentic and accountable. These are our and influence everything we do.The nice to havesPublic cloud experience, ideally in Microsoft AzureAbility to think outside the box and find alternative solutions to complex problemsJIRA/Confluence and ServiceNow awareness and usageITIL certifications and/or experience (ITIL v3/v4)EducationBachelor's degree preferably in Computer Science or related fieldExperienceTen years of experience in Information Technology within functional area. 3+ years of experience in a leadership role managing Operational service delivery teams that are customer-facing, and cloud focusedSoftware Powered by iCIMS

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