IT Infrastructure Operations Manager - India - TalentHawk

Description

Our client are a leading global organization dedicated to delivering reliable, effective, and efficient IT infrastructure services to support business operations seamlessly.

Job Description:

We are seeking an experienced IT Infrastructure Operations Manager to support our clients IT Infrastructure Delivery organization in ensuring optimal service delivery to our business users. In this role, you will oversee operational activities in the steady-state environment and manage changes to it, contributing to the effectiveness of our dynamic global IT operations environment.

Scope:

• Global IT Infrastructure Operations
• Role in hybrid global work team with multitude of parallel activities
• Service-oriented operating model

Key Responsibilities:

1. Ensure reliable, effective, and efficient service operations and support across service towers: Workplace, Network, Hosting.
2. Prioritize and schedule problem resolution and changes to services, coordinating technical resolution work for incidents and problems.
3. Lead business community-facing communication during major incidents and for steady-state service portfolio.
4. Support planning and updates to services, service catalogue, and automation efforts related to the service tower.
5. Proactively plan and ensure implementation of resilient service delivery for business continuity.
6. Provide reporting, trend analysis, and capture relevant metrics for the service tower.
7. Co-develop and document services and capabilities required by the service tower in collaboration with technical service architects.
8. Support Service Delivery improvements from managed service vendors and technical platforms.

Key Relationships:

• IT Operations and Support organization
• Mixed Project teams
• Partners (Outsourcing providers, vendors)

Education and Training:

• ITIL certified
• Proven technical knowledge in Workplace
• Project Management Certification a plus

Work Experience:

• At least 6 years in relevant Operations Management role
• Experience in global IT Infrastructure environment with service tower operating model
• Proficiency in ServiceNow and understanding of SLA/OLA concepts
• Experience with managing complex Incident and Problem management cases
• GxP-regulated industry experience is an asset