Global IT Server Operations Leader

Company:Qualcomm India Private LimitedJob Area:Information Technology Group, Information Technology Group > IT Management

General Summary:

Qualcomm India is looking for a Global IT Server Operations Leader to lead a team of highly skilled server technology professionals working on Unix/Linux, Windows, Virtualization, Containers etc. technologies This team is the point of contact for all operational Issues, Incidents and Service requests in Qualcomm globally. The team is responsible for providing 24X7 support for Global Server Infrastructure. As a leader you will be responsible for leading a team of circa 30 roll-ups and an appropriate management layer, to run 24X7 Global Server Operations. In addition, you will be responsible for end-to-end Problem & Change management for Server infrastructure and coordinate with other IT service lines and vendors to drive solutions. At Qualcomm, we ask our leaders to be strong engineers who can dive deep and get involved in addition to being strong managers.
Responsibilities:
Span: Own Global Server Operations. Collaborate with Architecture and peer IT Operation teams as well as with Service providers and OEMs/Vendors in the industry. Lead and deliver strategic programs designed to deliver the next generation server infrastructure in support of Qualcomm's engineering and business units. Oversee the implementation and maintenance of server infrastructure, ensuring service uptime, tech-refresh, technology migration etc.  The ideal candidate needs to have a solid background in Compute and Virtualization service delivery and operations, coupled with leadership and transformation experience. This role demands the ability to drive and deliver key organizational strategic initiatives, foster a collaborative environment, and deliver high-quality results in a matrixed organizational structure. Collaborate with IT, security, and business teams to align server solutions with organizational goals.
Operational Excellence: As a leader you will be expected to drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects. You will work closely on supporting our internal customers and ensuring that their needs and issues are being addressed. Doing capacity planning, performance tuning, and system upgrades for server infrastructure. Monitor and troubleshoot systems to ensure optimal performance and reliability. Continuously improve processes to increase efficiency, reduce costs, and enhance the quality of services.
Operations Measurement: You will be expected to drive quality into the metrics we report to assist us in focusing on the areas that give us the best ROI. This includes measurement of our resolution rates, response times & project plans. Leverage IT Service Management (ITSM) best practices to enhance service delivery and support. Develop and maintain documentation for Server technology related processes, procedures, and configurations.
Incident/Problem/Change/Service Request Management: You will be integral to developing and improving incident, Problem, Change & Service Request change management processes within the Server infrastructure space. Responsibilities include driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures to scale the expanding company operations globally.
Automation: In Qualcomm we firmly rely on the concept of eliminating toil using automation, AI/ML and thus it is necessary that you are well versed with concepts like zero touch provisioning, infrastructure as a code, various AI/ML concepts etc. Stay updated with the latest trends and technologies, and recommend improvements as needed. Implement and maintain automation tools and scripts to streamline server operations.
Performance Management/Team Health: You will own all facets of performance and career management for the team. Regular one-on-one meetings with all team members are required. You will be expected to provide both technical and 'soft skill' mentoring to maintain a well-rounded, world-class organization. This includes project management, quality audits, and coordination of training sessions with senior-level engineers and managers as well as day-to-day oversight of the team including scheduling.
Org Development: You will take the lead in hiring quality personnel who not only fit the needs of the current organization but also will allow the team to scale with platform and service growth. You will coordinate with recruiting staff to evaluate potential candidates, participate in initial screening, and provide relevant guidance and feedback during on-site interviews. You will also be responsible for ensuring that proper training is done for all new hires. 
Communications:  You will be required to regularly present metrics showing the health of the server environment to executive management.  Additionally, you will be working with a global team not only in India but also in US, Europe and Asia.    You will be required to communicate and partner with these teams as well as other internal business partners regularly. 

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•    Proven background of solid hands-on experience in IT Server Infrastructure operations.

• years of Management experience in IT server infrastructure global operations.

•    Good experience of working in a Global Matrix Operating model

•    Engineering degree in computer science, Information Technology, or a related field. A master's degree is preferred.

•    Deep understanding of Server Hardware, Unix/Linux, Windows Operating Systems, Microsoft Hypervisor and VMware virtualization technologies, Kubernetes containers support.

•    Good understanding of server security, networking and storage connectivity, server orchestration platforms, cloud platforms (AWS, Azure, or Google Cloud).

•    Knowledge of server monitoring, management and automation

•    Knowledge of server automation tools and practices. Experience with Ansible, Python, Power-shell automation

•    Strong understanding of ITIL frameworks, standard methodologies, service level management and operational metrics

•    Proven experience in leading and managing a team of IT professionals.

•    Strong understanding of data protection, disaster recovery, and business continuity best practices.

•    Excellent problem-solving, analytical, and troubleshooting skills.

•    Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

•    Relevant certifications such as NetApp Certified Data Administrator (NCDA), EMC Proven Professional, or similar are a plus.

•    Knowledge of OS (Linux and/or Solaris) is a plus.
Soft Skills:

•    Excellent critical thinking and problem-solving abilities.

•    Strong analytical skills and proficiency in data analysis and reporting.

•    Excellent communication and interpersonal skills.

•    Ability to lead and influence at all levels of the organization.

•    Ability to embody the Qualcomm values which are: 
o    Win together: We believe great ideas can come from anywhere – we seek to be curious while collaborating with each other, our partners and our customers.
o    Achieve excellence: We have unparalleled technical expertise, exceed expectations, and are relentless about execution.
o    Make the impossible inevitable: We turn challenges into opportunities with disruptive and transformative innovation.
o    Do the right thing: We always operate with uncompromising integrity, communicate openly, and treat everyone with respect.

Minimum Qualifications:

• 8+ years of IT-related work experience with a Bachelor's degree.
OR
10+ years of IT-related work experience without a Bachelor's degree.

• 5+ years of supervisory or leadership experience

Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability- or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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If you would like more information about this role, please contact Qualcomm Careers.

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