ParamInfo Hiring for Infrastructure Operations Team lead Job at Dubai Full Time

12907-Infrastructure Operations Team lead

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  Infrastructure Operations team lead : Act as a Single point of contact for the multiple functional technical towers(Wintel, Unix, Database, Storage, Backup, Network and Security) in front of the customer management. Ensure proper communication and quick resolution as a crisis manager. Drives day to day operations and work plan allocation/management. Conduct periodic reviews with teams.

Roles & Responsibilities

• Ensure all the SLA and Under Pinning Contract with reference to Infrastructure services are appropriately managed
• Ensure appropriate documentation as part of Service Level Management Process is updated, prepared and maintained.
• Customer complaints – Closure of all customer complaints within SLA.
• Ensure closure of all actionable of meetings / reviews
• Repetitive issues to be referred to problem management, provide root cause analysis and solution effectively implemented to eliminate repetitive issues
• Ensure adherence to ITIL processes and scope of work compliance
• Responsible to handle Audits and verifying Evidence submitted by Internal Team before submission to Auditors
• Service delivery assurance to ensure maximum service availability and performance to customer’s infrastructure.
• Driving and implementing operations services strategy in order to achieve performance and quality.
• Ensure 100% Renewal of Support and Maintenance of all IT Infrastructure components with proper verification of BOQ and Terms & Conditions.
• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues and communicate this information to the engagement team.
• Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
• Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
• Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
• Manage day-to-day 24 /7 operations, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
• Lead resolution of infrastructure and related applications incidents as per of business expectations. Responsible to play an active role during Major incidents by Coordinating with various team members to restore the service on an urgent basis,
• Experience to understand and capture business and technical requirements.
• Operational management experience in dealing with internal and external customer communications
• Periodically reviewing the pending tickets/call with internal team members and ensure all calls are handled within defined SLAs
• Participates in client presentations and discussions to present the technical solution.
• Develop, implement and maintain a value-adding regime of key performance indicators.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Good organizational skills plus the ability to motivate people across the organization to provide solutions.
• Working Knowledge across the core supported DC infrastructure technologies like Wintel, Unix, Database, Storage, Backup, Network and Security
• Good interpersonal, communication & presentation skills
• Very good understanding and awareness of the ITIL processes and procedures
• Strong individual with the ability to communicate & negotiate at different levels