Information Technology Infrastructure Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

IT Service Delivery Management, Leadership, and Governance

• Ensure all IT Service Teams for Cloud Services, WinTel Services, Network Services, End User

Services and the IT Service Desk.provide high-quality support for all defined Organiations IT Services

including the resolution of incidents and requests per defined Service Level Agreements.

• Participate in daily operations review meetings with all IT Service Towers and the IT Senior

Leadership Team - setting priorities, reviewing issue escalations, managing aging tickets, etc.

• Identify, develop, and implement tools and programs to maintain processes across the

organization that continually improve IT operations, customer service, communications, and

relationships throughout the organization

• Establish appropriate standards and controls and direct the establishment and implementation of

appropriate operational policies and procedures

• Effectively measure IT service delivery status by managing the implementation and review of Key

Performance Indicators (KPIs) and SLA metrics.

• Take ownership of critical incidents, coordinating with resolution parties, and establishing

effective communication between stakeholders for post-incident reviews.

• Ensure all team member project assignment tasks are tracked and completed per pre-defined

schedules, working in conjunction with the IT Senior Management Team.

• Present pre-planned IT Infrastructure change details for the weekly IT Infrastructure Change

Approval Board (CAB) meetings, ensuring all planned changes are in compliance with the

infrastructure change management policy.

• Participate and lead where appropriate the Major Incident Management (MIM) process, including

real-time Problem Triage management and direction, and all subsequent Root Cause Analysis

follow-up activities. Be accountable for and actively participate in the process of communicating

outage/emergency activities to the organization.

• Oversee the maintenance of the CMDB (Configuration Management Data Base) asset

management system, including all cloud resources, servers, desktops, network equipment,

warehouse systems, etc.

Job Description

Supervisory Responsibilities

• Manages teams of approximately 25 people across Cloud Services, WinTel Services, Network

Services, End User Services, and IT Service Desk teams. Responsibilities include interviewing,

hiring, and training employees; planning, assigning, and directing work; appraising performance;

rewarding and disciplining employees; addressing complaints and resolving problems.

Required Skills & Experience

• Bachelor’s degree in information technology, Computer Science, or a related field.

• ITIL Foundation certification, as well as other IT technical based certifications preferred.

• Proven experience (10+ years) in IT support, with at least 5 years in a leadership role.

• Strong IT Infrastructure supports experience in all 5 key areas of responsibility: Azure Cloud

Services, WinTel Services, Network Services, End User Services, and the IT Service Desk.

• Ability to multi-task and organize activities to meet specific goals set by management.

• Ability to effectively present information and respond to questions from groups of managers,

customers, coworkers, and general users.

• Excellent communication and organizational skills

• Ability to maintain effective working relationships with employees, department staff, vendors,

and customers

• Demonstrated ability to be resourceful, and work effectively as a team player

• Service-oriented with the ability to work well with customers from different disciplines with

varying degrees of technical experience .

If your profiles aligns with the above mentioned skillsets and if you would like to explore the opportunity, please email your resume to rajeshwari@pariveda.in