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Avp - IT Infrastructure - Managed Service

1 month ago

Bengaluru Karnataka, India Continuserve India Full time

**AVP - IT Infrastructure - Managed Service**

**Experience**:
Overall of 15 to 18 years in IT Industry with a minimum of 8 years of relevant experience in IT Infrastructure and Managed services with at least 4 years in managing mid to large enterprise accounts based in Americas or EMEA

**Key Responsibilities**:

- Client Relationship Management: Build and maintain strong relationships with enterprise clients based in Americas and EMEA, understanding their business objectives and aligning our services to meet their needs.
- Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.
- Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.
- Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and collaborative approach to service delivery.
- Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment.
- Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics.
- Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.
- Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.
- Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services.

**Technical Requirement**:

- Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc.
- Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc.
- Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like:

- Performance Management
- Capacity Management
- Network Management
- Backup & Disaster Recovery/ROP/RTO
- High Availability & Clustering etc.
- Extensive knowledge & understanding & IT Infrastructure & Cloud technologies like:

- Virtualization/VMware/HyperV
- Storage/NAS/SAN
- Firewall/Switches/Routers/Access Points
- Windows & Linux Server Operating Systems
- Microsoft 365
- Azure/AWS
- Must have good understanding of Security protocols & Holistic approach of security in an IT Infrastructure:

- Edge Security
- Network Security (IPS/IDS)
- End Point Security/EDR/MDR/XDR
- Web Security
- Phishing Aware Workforce etc.
- Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry.
- Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios.
- Exceptional communication and interpersonal skills.
- Demonstrated ability to lead and inspire cross-functional teams.
- Analytical mindset with a focus on data-driven decision-making.

Collaborate with internal and external project managers to define, prioritize, and develop projects.
- Support project planning, including establishing deadlines, prioritizing tasks, and assigning project team members to different deliveries. Ensure regular communication with stakeholders.
- Manage risks (financial, human, technical): anticipation, identification, implementation of corrective actions
- Collaborate with team leads and project members on project-related initiatives, meeting regularly to review project status, identify issues, work to resolve them, and maintain project plans.
- Monitor progress against plans and schedules, identify and resolve issues, and update project plans as needed.
- Evaluate projects to ensure they meet firm standards, adhere to budgets and strategy, and meet deadlines.
- Analyze project performance by defining KPIs and developing reports. Analysis of financial data, including project budgets, risks, and resource allocation.

**Educational Qualifications**:

- Bachelor's degree or higher in a relevant field; advanced degree or certifications (e.g., ITIL, PMP) is a plus.

**Other key requirements**:

- Ability to work is rotational shift & depending on business needs.
- Prior work experience in MNC & matrix organization.

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