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    Associate Manager, IT Operations - Hyderabad, India - Parexel

    Parexel
    Parexel Hyderabad, India

    1 week ago

    Default job background
    Local Office
    Description
    Job Description

    This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with ITSD & NOC best practices. Should be flexible and willing to work in rotational shift. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage ITSD & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.

    Key Accountabilities

  • Excellent leadership qualities.
  • Demonstrated history of successfully leading teams.
  • Excellent skills in developing processes and procedures.
  • Excellent oral communication skills (fluent English speaker).
  • Excellent writing and presentation skills.
  • 6 - 8 years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC.
  • 4 - 6 years of people management experience.
  • Attend and provide input to Service Desk Tool technical meetings.
  • Act as a shift leader; creating and maintaining daily staffing schedules for all shifts.
  • Perform quality checks of agent tickets, calls and chat transcripts to provide feedbacks for improvements.
  • Provide input to employee PMDs.
  • Follow up with end-user service-related issues.
  • Develop and maintain Service Desk metrics.
  • Develop and provide training in new systems and processes for the Service Desk staff.
  • Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule.
  • Second level escalation within the Service Desk for user and technical issues.
  • Lead technology or process changes in the group.
  • Additional projects or tasks as assigned by Management.
  • Experience providing superior customer service.
  • Experience with network monitoring reporting software.
  • High energy and enthusiasm.
  • High attention to detail.
  • Must be a self-starter, highly motivated and possess a strong work ethic.
  • Flexible and able to function in a "hands-on" environment.
  • Positive and professional image.
  • Experience with external clients and managing a network operations center preferred.
    Skills
  • Min of 8 years of hands-on experience in a ITSD & NOC environment.
  • Open minded and ready to learn and absorb things.
  • Experience in working with Incident / Problem / Change management team.
  • Ability to handle multiple tasks concurrently.
  • Experience with enterprise monitoring tools such as QRadar / Orion-Solarwinds.
  • Basic understanding of routing, routing protocols, layer 2 switches, firewalls, VPN and Network security concepts.
  • Windows 2008/2012 knowledge, understanding of active directory, knowledge of Unix/Linux.
  • Experience with MPLS, Frame Relay, T1/T3 links, and DSL.
  • Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.Desired Academic & Professional Qualification
  • Graduate or : (BE/B.Tech/B.Sc/BCA/B Com/B A) &/MBA or equivalent.
  • IT Security: CCNA (Security)/ CompTIA Security+ /RHCSS (Red Hat Certified Security Specialist)/ECSA (EC Council Certified Security Analyst)/ SSCP (Systems Security Certified Practitioner)/CISM (Certified Information Security Manager).
  • Networking: CCNA (Routing and Switching or Voice) /CompTIA Network+
  • Systems (Servers): MCSE / MCITP/MCP/ RHCSA (Red Hat Certified System Administrator)/ RHCE (Red Hat Certified System Engineer)/VCP (VMware Certified Professional)
  • Storage: CompTIA Storage+ (SNIA – Storage Networking Industry Association) or any vendor based. Applications (Databases): OCA (Oracle Certified Database Administrator)/ MCDBA/MCSA (SQL Server)/MCSD (Web Applications)/ SCJA (Sun Certified Java Associate) Process: ITIL/Six Sigma Green Belt/Prince2 Foundation.

    Language Skills

  • English (Written & Verbal) Expert.Minimum Work Experience
  • Total Work Experience: 10+ years.
  • Relevant Work Experience: 8+ years
  • ITSD Supervisory Experience: 4+ years
  • NOC Supervisory Experience: 4+ years

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