: Summary: Infrastructure as a Service (IaaS) Operations team is responsible for maintaining operational stability of SAS\xe2\x80\x99 global internal and hosting server, storage & network infrastructures. The engineer performs incident management, proactive operations, implements basic requests/changes and documents team procedures.
As an active member of the Pune IaaS leadership team, you shall lead the IaaS Operations team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, and support. You will work with global Product R&D, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our supported environments.
In addition to managing a diverse 24x365 team of IT Operations for SAS Managed Hosting, Corporate and R&D infrastructure comprising server, network, storage & monitoring infrastructure, this role will interface with local and global leadership and act as an escalation point for the operational aspects of the Shared Services Center in Pune, India.
You need to have experience with IT operations management, performance management and experience working along ITSM processes with focus on network, storage and data protection
Primary Responsibilities:
Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
Anticipates and tracks operational and tactical risks and providing strategic solutions.
Oversee and reports weekly, monthly, quarterly, and annual metrics.
Address operational concerns and issues, monitor overall customer satisfaction
Act as the primary contact for work streams and escalations
Develop and implement operational procedures and policies
Analyze training needs/requirements
Acting as the primary contact for work streams and escalations
Excellent interpersonal communication and organizing skills to coordinate project activities
Ability to work with details and time-sensitive issues
Good decision-making skills and response to high-pressure situations working across team boundaries for collaborative issue resolution
Support global external and internal customers negotiating any challenges presented by different cultures, work practices, and time zones
Ability to work flexible business hours as required by global customers / business needs
As per need On-Call availability and Non-Business Hours work (Weekends & Holidays)
Adopt and adhere to all ITSM processes, as defined by the Service Management team
Support and actively contribute to the successful establishment and capability growth
Evangelize CIS internally and externally. Lead by example through behaviors in accordance with our Company Values, take ownership, and offer transparent, professional communication in all interactions
Additional Responsibilities
Identifies trends and assess opportunities to improve processes and execution. Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.
Assesses a variety of situations and provide clarity to team and stakeholders.
Works closely with management team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with regulatory-based best practices.
Ensure team members have what they need to succeed to meet their goals and objectives
Work towards developing continuous improvement processes for the team as well as operational goals
Ability to manage escalations and shift priorities based on business needs
Knowledge, Skills, and Abilities
Strong management and leadership skills
In-depth technical knowledge of one or more operating systems, network, storage & monitoring infrastructure
Good ability to handle multiple workstreams at the same time
Good ability to supervise and train employees with varying skill sets in a high-pressure environment
Good verbal, written, and interpersonal skills
Ability to solve complex problems
Talent Acquisition, Coaching, Development & Succession with proven ability to foster an environment of positive employee engagement and trust in a globally distributed organization
Proven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAs
Problem-solving skills, Quick Learner, and a can-do attitude.
Attention to detail and accuracy - while maintaining a solid awareness of the \xe2\x80\x98big picture\xe2\x80\x99.
Ability to communicate with global peers and management in a clear, straightforward, and effective way.
Ten years of experience in Information Technology within functional area. Three years of experience in a leadership role
You\xe2\x80\x99re curious, passionate, authentic and accountable. These are our values and influence everything we do.
The nice to haves
Public cloud experience, ideally in Microsoft Azure
Ability to think outside the box and find alternative solutions to complex problems
JIRA/Confluence and ServiceNow awareness and usage
Education Bachelor\'s degree preferably in Computer Science or related field
Experience Ten years of experience in Information Technology within functional area. 3+ years of experience in a leadership role managing Operational service delivery teams that are customer-facing, and cloud focused
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