IT Infrastructure Operation Manager

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Job Role :

• Enable and champion an IT service culture
• Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service management issues which arise in connection with PARTNER Services
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to PARTNER services to improve metrics
• Co-ordinate inter-process changes with process owners
• Create and maintain the catalogue description of existing services offered by PARTNER
• Formulate, agree and maintain an appropriate SLM structure for the Service Delivery
• Ensure appropriate OLAs / SLAs in place to support any new services
• Analyze and review actual service performance against SLAs and OLAs
• Provide regular reports on service performance and achievement to client IT / business stakeholders
• Review SLA targets and metrics where necessary
• Review OLA targets and metrics where necessary
• Review third party underpinning agreements where necessary
• Agree appropriate actions to maintain or improve service levels
• Initiate and coordinate actions to maintain or improve service levels
• Single point of ownership for effective provision of systems and services to customers
• Proactively identify and implement service improvements in
• Approve acceptance into production of new systems and services
• Oversee recruitment of operational staff
• Provide service reports on service delivery performance and quality
• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
• Provide holistic management of availability that includes people and processes as well as technology
• Take actions to achieve reductions in frequency and duration of incidents that impact IT availability
• Ensure shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed
• Assist with actions to negotiate, agree and maintain SLAs in conjunction with client requirements
• Analyse and review actual service performance against SLAs and OLAs for service areas under scope
• Provide input and assist in development of regular reports on service performance and achievement to the client IT stakeholders
• Act as a coordination point for any temporary changes to service levels

Education

Bachelor of Commerce (B.Com), Bachelor of Liberal Arts (BLA / ALB), Bachelors of Law (B.L / L.L.B), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Social Work (B.S.W), Bachelor of Dental Surgery (B.D.S), Bachelor of Arts (B.A), Bachelor of Architecture (B.Arch), Bachelor of Interdisciplinary Studies, Bachelor Of Computer Application (B.C.A), Bachelor of Science (B.Sc), Bachelor of Education (B.Ed), Bachelor of Music Education (B.M.E.), Bachelor Of Technology (B.Tech / B.E), Bachelor in General Studies (BGS), Bachelor in Hotel Management (B.H.M), Bachelor of Music, Bachelor of Business Administration (B.B.A), Bachelor of Health Science, Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Applied Science (BAS), Bachelor Of Pharmacy (B.Pharm)

Skills Required

It Operations Manager, IT Infrastructure manager, It Infrastructure Services, It Project Manager, Itil