IT Infrastructure Manager - Bengaluru, India - Resillion

    Resillion
    Resillion Bengaluru, India

    4 weeks ago

    Default job background
    Full time
    Description
    Job Description

    Role: IT Manager

    Location: Bangalore (Hybrid Mode)

    Experience Range: 8-13 Years

    Required skills & Responsibilities:

    • 8+ years of experience working in Service Desk as Lead/Manager in a fast-paced environment.
    • Subject matter expert in ITIL V3 or V4 service management with a proven background in Service Desk, Incident, Problem, and Change Management
    • Technical understanding and hands-on experience on Windows, Linux, Server, Firewall and switches, backup & storage, GAM, DNS, O365, VMWare, Network Protocols, WAPs
    • Manage the day to day operations of the 24/7 Global Service Desk team, working across multiple geographical locations providing phone, email, and chat
    • Drive and ensure success on Preventative Audits and drive RCA accuracy and initiate Service Improvement for proactive fixing of issues in future.
    • Ensuring Service & Quality Assurance objectives are successfully met
    • Provide hardware / software / network problem diagnosis
    • SLA Mgmt. Ticketing tools mgmt.. MS-office proficiency.
    • Manage L1, L2 on shift management, SLA mgmt., trainings, access and oversee the daily performance of IT service requests, incidents, and problems.
    • Oversee team schedules and resource capacity for each shift.
    • Building Knowledge management
    • To provide reports to an agreed schedule (or on request), including management and account performance reports.
    • Develop and maintain detailed runbooks and crisis management protocols to ensure quick response and resolution of incidents.
    • Knowledge of current IT and cybersecurity trends and best practices.
    • Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization and operational efficiency.
    • Manage service desk queues, escalate appropriately, managing incidents and service requests.
    • Manage process for communicating outage/emergency activities to the organization.
    • Maintain and improve all Service desk processes and documentation including Service catalogue, SOP's and work instructions.
    • Review all work of the Service Desk agents, and perform quality checks on service desk agent's adherence to processes.
    Array