Manager Information Technology Infrastructure Support

2 months ago

Bengaluru, India Epsilon Full time

Job Description

At the core of all that Epsilon does is a team that sets the foundation of our IT infrastructure – STS. The team drives innovation and efficiency through disruptive technology, across Epsilon platforms and business verticals. From being the first point of contact for our infrastructure needs to final deployment, the team provides end-to-end solutions for our internal and client-facing platforms. By embracing the latest in technology like Cloud, Automation and Artificial Intelligence, the team is at the front of transforming our digital business and capturing new opportunities for us.

Why we are looking for you

You have experience in managing the operation command centre/NOC You have experience with large-scale data centers. You have experience with Windows/Linux operating systems. You have PCI and SOC audit experience. You excel at leading a large team to success. You have strong experience in supporting operational teams with 24/7 coverage. You enjoy new challenges and are solution oriented. You like mentoring people and enabling collaboration of the highest order.

What you will enjoy in this role
(In bulleted format, lay out all the benefits of working in this role. These would be role, team or career growth-specific points that would highlight what the person can expect to leverage because of working in this role.)

Example:

As part of the Epsilon Product Engineering team, the pace of the work matches the fast-evolving demands of Fortune 500 clients across the globe You will work with a diverse and talented team that drives collaboration and advancement. The open and transparent environment that values innovation and efficiency Great work-life balance

What you will do

Provide support in a 24/7/365 environment responding to real-time issues and challenges. Offer leadership to support staff, aiding in the development and achievement of Incident and Request Management goals and strategies. Oversees operational activities and services and proactively identifies and implements service improvements within the Operations Center Provide training and guidance to Operations staff to develop and meet goals and strategy. Investigate and troubleshoot issues with enterprise hardware, Linux/Windows operating systems, networking, and application infrastructure. Manage the administration of systems in accordance with company and/or industry standards. Repair and recover from hardware and software failures while coordinating and communicating with the appropriate engineering teams. Coordinate hardware problems and repairs with the appropriate service partners and vendors. Communicate issues in real time to stakeholders effectively, and clearly, over multiple channels (phone, IM, etc.) Support development teams on system deployments and performance optimizations. Close daily interaction between other system administrators, DBAs, and developers. Implement business plans, policies, and procedures. Ensure all team members receive appropriate training and career coaching, fostering a culture of continuous improvement and providing a high level of service in systems administration. Conduct ongoing assessments for process improvement, ensuring well-documented, sustainable, and scalable processes. Provide leadership to support staff in developing and achieving Incident and Request Management goals and strategies. Review and analyze all Incident Management reports to proactively identify areas for improvement. Take ownership and responsibility for vulnerability mitigation.

Qualifications

Previous experience as a System Administrator is advantageous. Excellent knowledge of administering operating systems and troubleshooting hardware. -5 years of experience managing technical teams, with a minimum of 7 years' experience in a related field. Experience in supporting Dell (8th gen and newer) rack and blade servers. Familiarity with enterprise operations tools such as Zabbix, ServiceNow, Jira, and PagerDuty, is helpful. Preferred certifications: RHCSA, LFCSA, Linux+, or equivalent. Proficiency in Bash, Python, or Perl scripting is a plus. Must have strong troubleshooting skills through execution and documenting of resolution. Familiarity with Data Center type remote hands support including dispatching technicians. Strong documentation skills and ability to communicate clearly and concisely with service partners and vendors. Excellent organization skills, project tracking abilities, communications skills, and time management skills. Must be able to use all traditional office productivity tools (MS Office, Outlook, Windows/Mac, etc.) Proficiency in Word, Excel, and PowerPoint. Familiarity with MS Office tools. Familiarity with ITIL best practices. Strong verbal and written communication skills. Thorough understanding of security principles. Bachelor’s Degree preferred.

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