Manager – Service Delivery

2 months ago

Pune, India Ensono Full time

About us:

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.
 

About Role:

Reporting to the Patch Leader, you will be part of the Patching COE Operations team, supporting patching for OS or Applications for Ensono’s clients. To support the managed service customers, delivering outstanding levels of support on the systems. This will be done following the Advanced change control and customer procedures. This person will be client-facing with multiple customers in our datacenter spread across US, UK and Europe. The Manager should have 15+ years of experience in managing Windows/Linux OS including rich patching experience with various third-party patch management tools or manually along with people management skills. This person should be a self-starter with proactive, problem-solving, and independent thinking. 

The Patch team is responsible for maintaining and enhancing the service we deliver to our clients by effectively: 

Standardizing the patching process across our clients to deliver service consistently 

Patching all the servers at defined frequency. Monthly for Windows, Quarterly for Linux 

Managing client/Internal communication on all patching related activities 

Reviewing and analyzing the patch failure trends

Reducing the patching failures through root cause analysis 

Identify and execute the automation opportunities to generate efficiencies in team and be able to manage workload efficiently 

Report the compliance of patching to our clients 

Collaborating with internal departments to mitigate Patching related issues 

Key Responsibilities 

Accountable for end-to-end Patch Management lifecycle including Planning, Scheduling, and Execution and Patch tool deployment and management 

Key technology expert with strategic responsibility for the technical and operational results of Patch Management 

Manage a team of Patch Management resources responsible for software and security patching of server assets, including all PCI, SOX and Tier 1 systems 

Ensure Patch schedules are defined for all clients and no conflicts are encountered 

Publish and maintain Monthly/ Quarterly Patching calendar 

Ensuring patching is getting executed as per defined schedule for customers 

Ensuring tickets are timely closed and failed patches are re-scheduled post closure of issues

Governance of Patching activities to ensure compliance to patching metrics

Analyze patch failures trends and work with stakeholders to determine preventive actions

Managing day-to-day issues and escalations from clients 

Coach team with technical-know how of Patching and its related failures and resolution

Help maintain compliance for industry certifications such as PCI , SOC Audits and ensure evidences are provided timely to auditors 

Participate in onboarding new clients and ensuring critical information is gathered

Identify and lead initiatives for process improvements or automation to make process efficient 

Ensure adherence to ITIL processes for raising changes, incidents, problems 

Stay informed for advances in patch mgmt. technologies, configuration, and administration

Knowledge 

Expert and hands on experience on OS Management (Windows and/or Linux/Unix) 

Exposure to centralized automated patching services WSUS, SCCM, Ivanti, AWS Patch Manager, Azure Patch Manager, Satellite, Manage Engine etc.

Knowledge of the ITIL framework 

Expert knowledge of reporting through Excel to perform analysis or produce reports is essential

Knowledge of automating through shell /scripting (any bash, PowerShell, Perl, VB Scripting, Excel Macros, Python) , CHEF, Ansible playbooks, AWX etc. 

Basic understanding of other Infrastructure technologies including, ESXi, Storage/Backup and Networking, Database is desirable 

Skills 

Analytical skills and Problem-Solving Ability

Excellent customer service skills 

Effective and clear communication skills, with ability to describe complex technical scenarios in concise manner with confidence and conviction to all levels of mgmt. 

Self-starter, willingness to learn quickly, a can-do attitude and motivated to succeed and grow 

Strong sense of ownership & urgency, ability to prioritize, attention to detail, flexibility, sense of vigilance & adherence to all compliance procedures& policies. 

Respectful of different cultures, working with colleagues from across all the globe. 

Experience 

Minimum 12+ years of working experience supporting patching across infrastructure components

Experience on Manual Patching or Automated Patching through tool is MUST 

Experience with one or more patching tools (Ivanti, Foreman, SCCM, Manage Engine, Qualys etc.) for patch management and package distribution across on-premises and cloud hosted assets 

Familiar with Security standards, PCI Remediation and other Audit requirements 

Strong understanding of Windows or Linux Operating systems 

Good knowledge on working and reporting on Excel

Basic Knowledge on Shell scripting / Perl / Python/ AWX etc is required 

Experience with managing patching operations across multiple OS (Windows, Linux etc) and applications like SharePoint, exchange, SQL/Oracle servers, Other applications is highly desirable 

Vulnerability assessment to help identifying false positives and remediate vulnerabilities across different infrastructure areas is highly desirable 

JR010060

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