Job Description

Position : Director IT Operationsr r Location : Mumbai OR Hyderabadr r r r Responsibilities:r r

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• Maintain a strong working relationship with Engineering, Development, Change and Problem Management, and other key IT stakeholders to ensure continuous improvement of all processes within the ITCC organization.r
• Perform general team management, develop and manage shift schedules, assess resource requirements, and hold regular personnel reviews with direct reports and their teams.r
• Develop and maintain a strong group of management staff by actively coaching all leads in passion for uptime, customer-first culture, resource assessment, engineering and development practices, and data-driven metrics and reporting.r
• Maintain a deep understanding of IT talent market in India with the ability to effectively recruit strong candidates to the team.r
• Ensure succession plans are in place for all key IT posts within their region and grow individuals for roles across the organization.r
• Conduct performance appraisals; provides measurable feedback to the VP of Infrastructure and Operations with suggestions for performance improvement to direct reports. Formulates and implements employee corrective actions as needed.r
• Oversee the proactive monitoring of all infrastructure systems and global operational practices to shorten the MTTR and MTTF, find and repair degraded systems prior to business impact, and capacity manage to ensure the highest levels of Service Availability.r
• Continuously advance the ITCC to a DevOps delivery model, increasing the operational scope and maturity to include higher-tier technical capabilities.r
• Direct upgrades of infrastructure systems, tools, and processes to determine appropriate changes to deliver high system availability, reduced costs, and enhanced efficiency.r
• Lead key automation initiatives to continuously reduce the Total Cost of Ownership by increasing incident resolution and service request execution without human intervention. Develop and deploy concepts such as Lights-Out / Self-Healing Operations that automate event-based resolution through maturing AI.r
• Partner with Service Management to publish daily, weekly, and monthly KPI / SLA metrics for infrastructure incidents, service requests, problems, and changes.r
• Ensure proper change control for all IT activities and all change management and change planning processes are adhered to and reviewed regularly for improvement opportunities.r
• Review all failed MACD events for root cause analysis and process improvement.r
• Implemented LEAN lifecycle practices and processes and measurements to continually drive quick and efficient troubleshooting and problem resolution.r
• Establish and maintain command and control during core infrastructure/technical events.r
• Identify and document root cause analysis on all technical infrastructure issues and generate key reports for customers and management related to SiteaEUR(TM)s technical operation.r
• Ensure After Incident Reports are clearly written, completed on time, include actions taken to resolve the issue, and preventative measures to ensure the issue does not reoccur.r
• Work with peer engineering leaders to develop, review and implement the Global IT strategy.r
• Partner with IT Security to ensure security policies are understood, implemented, and the infrastructure environment is compliant.r
• Partner with Engineering directors to create and maintain status dashboards that drive daily action for patching, upgrades, capacity planning, and infrastructure trending.r
• Coordinate the development and testing of disaster recovery plans for infrastructure services.r
• Work with Engineering directors to manage and influence vendor relationships to ensure immediate support when problems arise.r
• Provide primary relationship with regional suppliers, in conjunction with the IT operation.r
• Control IT expenditures within the region, delivering IT services within an agreed budget.r

r r r r r r Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)r r r r Educationr r

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• Engineering or Computer Science graduate or equivalent experiencer
• ITIL certification is highly desiredr
• Technical certification in one or more infrastructure discipliner
• Agile/Scrum certifications valuedr
• PMP or other project management certifications valuedr
• LEAN / Six Sigma certification valuedr

r r r r Experience Targetr r

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• 12+ years of experience leading global operation centers operating 24x7x365r
• 5 yrs minimum at Sr Management / Director level leadershipr
• 7 yearsaEUR(TM) experience in NOCs and/or IT support centersr
• Experience directing teams of 50 or more multi-site engineers in a high response environment covering large-scale and complex network, telephony, server, and endpoint deployments serving challenging customers, both internal and external to the companyr
• Proven track record of successful collaboration with global organization partners to execute a highly successful operation center driving 99.99% uptime and SLA responser
• Independent mindset with the capability to set a vision and appropriately delegate action to a large team of managers while creating an empowered, high-performance teamr
• Successful history of adjusting organizational design in a network operation center to align to dynamic business needsr
• Wide domain knowledge with the ability to directly coach team members on technology challengesr
• Highly process-oriented and data-driven with a proven capability to make data visible, execute data-driven action, and update processes accordinglyr
• Superior presentation, oral, and writing skillsr
• Deep understanding of ITIL practicesr
• Exceptional analytical and troubleshooting skillsr
• Well-developed people management and conflict resolution skillsr
• Strong dedication to customer servicer

r r r r Skills and Qualitiesr r People: Strong experience in managing distributed technical teams. Effective in delegating, creating, and driving high-performance team environments.r r Process: Experience in establishing and maintaining highly standardized and metric-based processes across diverse geographies and languages. r r Organization: The role requires the vision and motivation to be able to act as a key interface between the IT function and the Business/client operations.r r Technology: Solid foundation in infrastructure technology, IT operations, and security. The role requires operating at a high level with other senior technologists and a day-to-day understanding of issues experienced in a BPO environment. Must have a strong understanding of IT networks, including routers, switches, servers (Win/Linux), as well as voice/telecom technology in a large, multi-site call center operation.r r r r Travel r r This role requires approximately 20% travel.r r r r
Education: Any Graduate
Industry: CRM/CallCentres/BPO/ITES/Med.Trans

Skills Required