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IT Operations Manager

4 months ago

Mumbai, India HDFC Sales Private Limited Full time

Roles & Responsibilities:

This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with ITSD & NOC best practices. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage ITSD & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.

Key Accountabilities

Excellent leadership qualities. Demonstrated history of successfully leading teams. Excellent skills in developing processes and procedures. Excellent oral communication skills (fluent English speaker). Excellent writing and presentation skills. 8 + years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC. 6- 8+ years of people management experience. Attend and provide input to IT help Desk Tool technical meetings. Act as a shift leader; creating and maintaining daily staffing schedules for all shifts. Perform quality checks of agent tickets, calls and chat transcripts to provide feedbacks for improvements. Provide input to employee PMDs. Follow up with end-user service-related issues. Develop and maintain Service Desk metrics. Develop and provide training in new systems and processes for the Service Desk staff. Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule. Second level escalation within the Service Desk for user and technical issues. Lead technology or process changes in the group. Additional projects or tasks as assigned by Management. Experience providing superior customer service. Experience with network monitoring reporting software. High energy and enthusiasm. High attention to detail. Must be a self-starter, highly motivated and possess a strong work ethic. Flexible and able to function in a “hands-on" environment. Positive and professional image. Experience with external clients and managing a network operations center preferred. Managing the PO, billing and invoicing of IT Procurements IT Assets review etc

Skills

Min of 8 years of hands-on experience in a ITSD & NOC environment. Open minded and ready to learn and absorb things. Experience in working with Incident / Problem / Change management team. Ability to handle multiple tasks concurrently. Experience with enterprise monitoring tools such as Manage engine, QRadar / Orion-Solarwinds. etc Basic understanding of routing, routing protocols, layer 2 switches, firewalls, VPN and Network security concepts. Windows 2008/2012 knowledge, understanding of active directory, knowledge of Unix/Linux./Solaris Experience with MPLS, Frame Relay, T1/T3 links, and DSL. Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.

Location:

Mumbai

Branch:

Churchgate

Experience:

8 - 10 years


Salary Range:

As per industry standard


Functional Area:

Operations Manager


Employment Type:

Permanent


Desired Candidate Profile:

Graduate : (BE/B.Tech/B.Sc/BCA/B Com/B A) &/MBA or equivalent. IT Security : CCNA (Security)/ CompTIA Security+ /RHCSS (Red Hat Certified Security Specialist)/ECSA (EC Council Certified Security Analyst)/ SSCP (Systems Security Certified Practitioner)/CISM (Certified Information Security Manager). Networking : CCNA (Routing and Switching or Voice) /CompTIA Network+ Systems (Servers) : MCSE / MCITP/MCP/ RHCSA (Red Hat Certified System Administrator)/ RHCE (Red Hat Certified System Engineer)/VCP (VMware Certified Professional) Storage:  CompTIA Storage+ (SNIA – Storage Networking Industry Association) or any vendor based.  Applications (Databases) : OCA (Oracle Certified Database Administrator)/ MCDBA/MCSA (SQL Server)/MCSD (Web Applications)/ SCJA (Sun Certified/Java Associate) Postgress Process:  ITIL/Prince2 Foundation.

Language Skills

English (Written & Verbal) Expert.

Minimum Work Experience

Total Work Experience: 10+ years. Relevant Work Experience: 8+ years ITSD Supervisory Experience: 6+ years NOC Supervisory Experience: 6+ years IT Infrastructure management: 8+ yrs