Responsibilities:

·         Managing multiple service teams and build synergies between services.

·         Understand and maintain the organization’s ratio between service revenue,resource planning and maintain the team.

·         Responsible to service budget and quality.

·         Create, modify, update and populate the service descriptions, operation levelagreements and service offerings.

·         Ensure issue free operations and effective handling of customer escalations.

·         Capable of tracking the service improvement plan and aligning the capacity,availability of resources.

·         Keep track of automation levels within service operations and to improvethem.

·         Responsible to introduce new service delivery tools and redesigning theoperational procedures

·         Assurance of SLAs / KPIs / OLAs and service quality.

·         Promote the organization’s goals and to implement evolving technologies inservice.

·         Responsible to build and implement security guidelines.

·         Running the service operations in close cooperation with other IT processowners and service owners.

·         Ensure service quality.

·         Service definition, scoping and policy formulation: Consolidate andreview inputs and contribute towards identifying new service lines in order to

assist service owner in designing a scalable and robust infrastructure.

Skills:

Should have managed a team of 20-25 members, delivering/managingmiddleware IT operations. Should be hands-on in terms of technology.Should have an understanding of processes and quality aspects

Expert-level Knowledge of IT asset management, incident/requestmanagement, problem management, change/release management,Availability and capacity management.

Ability to manage multiple related services and to build the synergiesbetween the services.

Ability to understand the customer requirements and suggest feasibletechnology options available.

Good understanding of general datacenter technologies.

Deep understanding of one of more areas of Datacenter operations –Compute, Virtualization, Storage, Network, Backup, Database,Middleware, AD/IAM, Tools, Application operations.

Experience with executing transition and transformation projects.Experience in management large IT operations.

Experience on Upgrades, Migrations, Performance Tuning andadvanced Root cause analysis

Windows 2008 R2/2012/2016 administration

Experience in data center Safety and Security measuresData mining/analysis skill

ITIL Foundation, PMP, Lean, Six Sigma and/or Risk related certifications