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Senior Manager EXL/SM/1110204

3 months ago

Noida, India exl Full time

Job Description

Primary Responsibility

Candidate with minimum of 12-15 yrs of core experience in running and managing IT Operations Had managed large scale (+ desktops) ODCs / global multi site / multi technology hybrid mission critical networks - Data / Voice / Video technologies Has exposed to and worked on LAN, WAN,  Worked on various backup s/w tools, IT tools like (Websense, SMS, and ADS etc), Network tools (MRTG, What's up, Ciscoworks etc). Good understanding of Network layer Protocols, especially on EIGRP/BGP. Had worked in 24x7 support environment and works comfortably in Global teams. Configuration and trouble shooting of LAN and WAN. Experience in Service Delivery and managing SLA's. ITIL / ISO /BS / ISO - Certifications preferred. Managed successfully the IT operations with a team of 10 to 15 multi skill IT staff. Prepares high level activity and progress reports and presents to Senior Management. Spearhead the overall IT Delivery and infrastructure support (Servers, Voice and Networking). Problem management, incident management, and monitor the health of IT systems & solutions. Negotiate SLA for with different internal support groups, and external vendors. Implement the accepted and standardized licensing and software policy, and monitoring and security measures.

Performance Parameters 

1. High level of professionalism & should give impeccable attention to detail.

2. Sense of urgency and ability to meet aggressive deadlines.

3. To help in establishing current and long-range objectives, plans and policies in the area of technology, information security etc domains on behalf of the organization.

4. Commitment to Quality and Deadlines

5. Very high self motivation & achievement orientation.

6. Implement Best Practices and Process.

High level of positive attitude High level of Integrity 

§ Effective time management skills

Role Responsibilities

§ To manage & maintain high availability & uptime infrastructure across centers and other remote locations across EXL.

§ Maintain, design and follow for BCP/DR and other security prospective documentation/requirements.

§ Offer solution inputs to translate client’s requirements into technology solutions.

§ Manage vendors for the procurement, evaluation and negotiation of technology requirements and ensure a seamless support.

Primary Internal Interactions

· AVP – other sub functions of technology VP – technology operations

· Exl ISG team 

· BCP team

· Pre-sales & Technology Client Projects team

Primary External Interactions

· External Clients Technology Team

· Technology vendors

Minimum Qualification: Graduate/Diploma/BE/B.Tech/ME/M.Tech/MCA/M.Sc (Comp.Sci.)

Minimum Experience : 12-15 years of similar experience

Technical Skills

Soft Skills

Desirable skills 

· Certified as MCSE, CCNA or CCNP Preferred.

· Strong experience in Network Services (LAN, WAN(Frame, MPLS), MAN, VPN (Site to site, Broadband Remote access

· High Proficiency in MS office/ Project/ Access.

· Must possess good understanding of ITIL Domains, End User Computing technical skills.

· Communication skills

· Documentation skills

· Initiative, Judgment, Drive and innovation

· Problem identification and analytical ability

· Decision making and convincing ability

· Independent problem-solving, self-direction, self motivated team leader.

· Should be able to work independently, with minimum supervision.

· A Strong sense of ownership, urgency, and drive.

· Tack-sharp analytical abilities.

· Strong interpersonal and communication skills.

· Talent management and Development

· Strong people management capabilities.

· Presentation skills to leadership and Customer

·

· Having worked in a similar job in a BPO or an IT company.

· Worked in an ISO : or CMM certified company.

· Hands on experience on IT systems management, backup/recovery, system activity monitoring and reporting.

· Internet Security & Security as per BS/ ISO standards.

· Strong Project Management & People Management Skills.

· Willing to work in shifts / Weekends to support US, UK and on-call duties A must.

· Extensively worked in network design, implementation, installation, administration, troubleshooting, support, capacity planning, performance management, disaster recovery in a wide range of IS applications and technologies including knowledge of various operating systems, databases, network environments, application software and hardware.

· Should have worked on Websense, Concords and some of the popular Service desk tools like Service Now, HP open view & Remedy.