Hiring for Tech Ops - Senior Manager in Trivandrum, for Exp. 17 - 20 yrs at EYGBS (INDIA) LLP., Thir (Job in Trivandrum)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:Tech Ops Lead is a senior level position requiring a highly motivated and dedicated professional who is committed to exemplary customer service. This individual will drive stable operations for applications under his/her responsibility. Responsibilities also include driving the standardization and automation of processes and procedures, coordinating the integration of people from different countries and cultures into one virtual team and drawing on experience in applying ITIL service management knowledge while working closely with other IT Services functions to adjust operational work on multiple demands. The Tech Ops Lead will have operational and management responsibilities for a team of Tech Ops engineers. He/she performs operational support for production application platforms. Day to day work will include troubleshooting issues, documentation, and consultation to other teams, and contribute to the strategic direction of the respective application(s) within their portfolio. Additionally, the Tech Ops Lead assists in the planning of changes/releases/upgrades to the application environments. He/she demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise. The Tech Ops Lead is accountable for the end-to-end delivery of operational programs and operational projects to meet customer needs, and responsible for customer relationships across their span of control Essential Functions of the Job: Leading a team of geographically dispersed resources to deliver operational support within budget for the Managed Services offerings Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence Work with various teams to determine necessary activities to successfully deliver projects and operational support Ensure that the right type and number of resources that are required to fulfil the planned operational support needs are available Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution Understanding the pipeline of demand and ensure an appropriate supply of resources Responsible for reporting and optimizing processes Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals Must make decisions, such as prioritizing relationships to develop, negotiating with customers and overcoming obstacles Manage / navigate multiple teams to deliver operational support and project support in alignment with customer needs with transparency to IT Services and customer stakeholders. Identify, manage and resolve complex issues, preventing escalations, where possible Manage, negotiate and resolve risks effectively IT Management - Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT infrastructure components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current. Financial Management - Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component and process failures. Change Management - Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Release and Deployment - Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews. Ensures release processes and procedures are applied. Application Support - Reviews and approves procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures. IT Operations - Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers. Problem Management - Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures analyzes patterns and trends. Incident Management - Ensures that appropriate action is taken to anticipate, investigate and resolve incidents in systems and services. Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Information Security Management - Ensures that appropriate action is taken to anticipate, investigate and resolve security incidents in systems and services. Ensures that applications and operational support activities comply with EYs Code of Connection and Information Security policies. Primary Objectives: Drive stable operations for applications under the responsibility, and the standardization and automation of processes and procedures, coordinating the integration of people from different countries and cultures into one virtual team and drawing on experience in applying ITIL service management knowledge while working closely with other IT Services functions to adjust operational work on multiple demands.