Vice President, Production Support

Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Job Description

We are looking for a highly motivated and self-driven Head of Production Support with minimum 10 years of experience in leading a 24x7 IT Infra Operation team. This individual is responsible for leading a team which ensures system uptime in a production environment. Additionally, the head of Production Support will set the vision of the production support team, drive industry best practices, develop team skillsets, provide guidance and handle escalations. While this role is primarily personnel management, we do require technical expertise and a broad exposure to core infrastructure technologies such as server, network and database administration. Cloud experience (Azure) is a huge plus.

PRIMARY FUNCTIONS & RESPONSIBILITIES:

• Primary duties will include leading the team of support engineers to support infrastructure operations for systems, network, 24x7 monitoring, and supporting large enterprise environment consisting of thousands of Windows/Linux VMs, several hundred vSphere ESXi servers and hundreds of network devices deployed worldwide.
• Oversee infrastructure monitoring and incident remediation.
• Create, implement and maintain operational practices to ensure system availability.
• Impart and sustain a culture of discipline and operational rigor throughout the team.
• Mentor team members to enhance knowledge, improve skills and develop technical acumen.
• Liaise with engineering teams to understand desired changes to the environment and mitigate impact.
• Understand system / application relationships driving speed to restore service during incident management.
• Partnering with other Support and Development teams for on-boarding and training of new services, upgrades or other technology deployments.
• Provide actionable reports alongside remediation plans for various disciplines and any performance improvement areas.
• Willingness to be part of global IT Operations team working in 24x7 support environment and to participate in an afterhours on-call support.

QUALIFICATIONS

• Good understanding of ITSM tools like ServiceNow & Jira for service management processes such as Incident, Request, Change & Problem management processes.
• Strong understanding of process improvement and service implementation skills
• Sound knowledge of capturing service management KPIs, metrics like SLA's, MTTA, MTTR etc.
• Should have an 'automate-first' attitude
• Experience in guiding, mentoring & execution of ideas with respect to people, process & technology.
• Knowledge of authoring and executing PowerShell & Python scripting languages
• Familiarity with Azure cloud concepts (Infrastructure as code, landing zone architecture, accessing resources and regional restrictions)
• Demonstrated flexibility, navigate ambiguity, and quickly establish credibility among technical peers.
• Experience with real-time restoration, triaging of issues impacting technical services (application/infrastructure) to business partners in a timely manner while raising awareness of material updates during the restoration period.
• Ability to communicate health trends of both our systems and applications to all business and management stakeholders.
• Contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues.
• Demonstrated the ability to automate and streamline repetitive tasks, improve efficiency, and ensure consistency with respect to a manual process running on a server-side setup.

Education:

• Bachelor's degree in information technology or computer science
• Certifications from a leading vendor such as Microsoft, VMware, Cisco, Azure, or equivalent work experience
• ITIL V4 Certification
• Microsoft Azure certifications preferred

Reporting Relationships

Head of End User Support

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.