Sr Manager- IT Support

Grade - Sr Manager

Department - IT Support

Job Location- Navi Mumbai / Mumbai

Educational Qualification- B.Sc.(IT)/BCA/MCA/ MSc.(IT) B.E./B.Tech in ( Computer Science/IT/Electronics) or equivalent courses

Work Experience- Candidate must have more than 10 years of (Post

qualification)

Job Description:

Responsibilities-

• Providing deep focus & ownership on overall services delivery to internal clients and handling 1st level customer escalation across India
• Ensures the Quality of work by reviewing vendors work through regular Team Meetings & Site Audits
• Managing customer escalations and enabling support to minimize the open calls
• Taking accountability & Ownership and enable all the support / Actions for on time executions
• Monitoring the progress and recommending proactive suggestions/ideas to improve the reliability & performance of the Equipment's installed at Data centres
• Ensuring the SOW & agreed SLAs are met within stipulated time lines and enabling the support to vendor for achieving the same.
• Functions as the primary interface between Data Centre, Vendors, Sub-contractors, and internal expertise within the office and project administration
• Responsible for sharing the Quality Feedback to OEM/Suppliers and implementation of corrective actions/Retrofits time to time.
• Facilitates invoicing and payments by verifying and Sharing the reports on time along with relevant compliance documents & vendors follow up.
• Responsible for Training and Developing Data Center Field Technicians and New joiners

Requirements-

• Technical hands-on experience of handling the following from previous experience
• Virtualization Technologies
• Cloud/On-premise Infrastructure,
• Storage Administration, Server Administration,
• Data Backups & Replication process,
• Microsoft O365 email
• Disaster Recovery (DR) drills
• Experience of handling System Integrators or other IT Vendors is a must
• Prior experience as Manager Data Centre (DC) and DR operations and Vendor management will be added advantage for day-to-day IT Infrastructure Operations & Project work.

Knowledge & Skills required are as follows:

• Proficiency in VMware/Nutanix/Dell/HP/Cisco/Microsoft, etc. Infra products
• Sound Knowledge in managing VMware
• Sound understanding in DC/DR/BCP requirements
• Basic knowledge of IT Applications & Databases
• Understanding of ITIL practices & process
• Quick understanding of issues and thinking for a technical resolution
• Good Communication skills
• Vendor & Team management.
• Impress upon quality, accuracy and promptness

The Key Roles are as follows:

• Plan, Design and Execute short term & long-term strategic plans to assure infrastructure capacity attains current and future needs.
• Perform feasibility studies for different upgrade projects, conversions and improvements
• Oversee Policies & procedures for IT infrastructure
• Support for any Application or Database related issues
• Coordinate & support for periodic IT Audits based on regulator circulars and observations to be closed within set the timeline.
• Coordinate & support for periodic VAPT and observations to be closed within the set timeline.
• Hardware/Licenses procurement process & relevant documentation
• Planned/unplanned DR/BCP drill for the live Applications
• Coordinate with Internal and external stake holders.

Change Management knowledge