Manager-Operations
Tech Mahindra
Date: 1 week ago
City: Pune, Maharashtra
Contract type: Full time
Job Summary
Offshore Delivery Manager Manager Operations Infra Total experience: 12+ years, Relevant experience: 8+ years Overview: The Offshore Delivery Manager is responsible for overseeing the operational aspects of the IT infrastructure and ensuring the timely and efficient delivery of IT services to internal and external stakeholders. This role requires a deep understanding of infrastructure technologies, service management principles, and a strong focus on ensuring service excellence. Skills required: o Proven relevant experience of 8+ years in managing IT infrastructure operations and service delivery in/for a large organization. o Strong understanding of infrastructure technologies, including servers, networks, storage, virtualization, cloud computing, databases, security, voice services and IT service desk. o In depth knowledge of IT service management (ITSM) frameworks such as ITIL, and experience implementing ITSM best practices. o Good leadership and communication skills, with the ability to effectively interact with stakeholders from Application, Security teams and customer. o Relevant certifications such as ITIL Intermediate (Service Operations). Key Responsibilities: ¿ Infrastructure Operations Management: o Managing coordination and communication between Onsite and Offshore teams. o Lead the planning and maintenance of all infrastructure components, including servers, networks, storage, and cloud services, etc. o Ensure the availability, and performance of infrastructure systems through proactive monitoring and maintenance. o Develop and maintain documentation related to infrastructure configurations, procedures, and policies. o Manage service level agreements (SLAs) w.r.t. Infrastructure availability & performance and adherence to service standards. o Monitor infrastructure performance and address any issues or concerns in a timely manner. o Support the incident and problem management process, ensuring timely resolution of incidents and effective root cause analysis of problems. Establish escalation procedures and protocols to address critical incidents and minimize business impact. Conduct post incident reviews to identify opportunities for process improvements and preventive measures. o Oversee management and resolution of Incidents and Service Request management logged in ITSM Tool. Ensure quality in ticket updates as per industry standards and frequency agreed with customer. ¿ Service Delivery: o Define and implement service delivery standards, processes, and procedures to ensure consistent and high quality service delivery. o Collaborate with internal and customer stakeholders to understand their requirements and priorities and align IT services accordingly. o Monitor service performance metrics, identify areas for improvement, and implement corrective actions as necessary. o Supporting Service Management requirements in terms of infrastructure availability and performance reporting. ¿ Team Leadership: o Provide leadership, guidance, and mentorship to the infrastructure operations team, fostering a culture of accountability, collaboration, and continuous improvement. o Define roles and responsibilities, set performance objectives, and conduct regular performance evaluations for team members. o Facilitate training and development opportunities to enhance the skills and capabilities of the team. o Managing resource/support availability in Offshore Delivery Centre as per agreement with customer.
Offshore Delivery Manager Manager Operations Infra Total experience: 12+ years, Relevant experience: 8+ years Overview: The Offshore Delivery Manager is responsible for overseeing the operational aspects of the IT infrastructure and ensuring the timely and efficient delivery of IT services to internal and external stakeholders. This role requires a deep understanding of infrastructure technologies, service management principles, and a strong focus on ensuring service excellence. Skills required: o Proven relevant experience of 8+ years in managing IT infrastructure operations and service delivery in/for a large organization. o Strong understanding of infrastructure technologies, including servers, networks, storage, virtualization, cloud computing, databases, security, voice services and IT service desk. o In depth knowledge of IT service management (ITSM) frameworks such as ITIL, and experience implementing ITSM best practices. o Good leadership and communication skills, with the ability to effectively interact with stakeholders from Application, Security teams and customer. o Relevant certifications such as ITIL Intermediate (Service Operations). Key Responsibilities: ¿ Infrastructure Operations Management: o Managing coordination and communication between Onsite and Offshore teams. o Lead the planning and maintenance of all infrastructure components, including servers, networks, storage, and cloud services, etc. o Ensure the availability, and performance of infrastructure systems through proactive monitoring and maintenance. o Develop and maintain documentation related to infrastructure configurations, procedures, and policies. o Manage service level agreements (SLAs) w.r.t. Infrastructure availability & performance and adherence to service standards. o Monitor infrastructure performance and address any issues or concerns in a timely manner. o Support the incident and problem management process, ensuring timely resolution of incidents and effective root cause analysis of problems. Establish escalation procedures and protocols to address critical incidents and minimize business impact. Conduct post incident reviews to identify opportunities for process improvements and preventive measures. o Oversee management and resolution of Incidents and Service Request management logged in ITSM Tool. Ensure quality in ticket updates as per industry standards and frequency agreed with customer. ¿ Service Delivery: o Define and implement service delivery standards, processes, and procedures to ensure consistent and high quality service delivery. o Collaborate with internal and customer stakeholders to understand their requirements and priorities and align IT services accordingly. o Monitor service performance metrics, identify areas for improvement, and implement corrective actions as necessary. o Supporting Service Management requirements in terms of infrastructure availability and performance reporting. ¿ Team Leadership: o Provide leadership, guidance, and mentorship to the infrastructure operations team, fostering a culture of accountability, collaboration, and continuous improvement. o Define roles and responsibilities, set performance objectives, and conduct regular performance evaluations for team members. o Facilitate training and development opportunities to enhance the skills and capabilities of the team. o Managing resource/support availability in Offshore Delivery Centre as per agreement with customer.
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