Associate Manager, IT Operations

The Associate Manager role is essential for maintaining efficient tech support operations across the Service Desk and NOC. This position focuses on swift issue resolution and proactive problem prevention. Key responsibilities include prioritizing critical tasks and ensuring clear communication across the organization.

The role also involves monitoring team performance, driving continuous improvement initiatives, supporting staff development, and ensuring compliance with internal policies and security standards. Overall, this position is vital for aligning IT services with business needs, balancing daily operations with strategic planning. The goal is to provide reliable technology support, enable smooth business operations, and minimize disruptions.

Key Roles And Responsibilities

• Queue management
• Auditing calls, chats, and tickets, and sharing feedback
• Stakeholder management
• Handling escalations
• Driving major incidents
• Managing performance reviews for 15 direct reports
• Connecting with technical teams to streamline processes
• Maintaining network uptime
• Performing on-call duties during weekends
• Creating shift rosters and making ad hoc changes efficiently

Essential Function

This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with ITSD & NOC best practices. Should be flexible and willing to work in rotational shift. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage ITSD & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.

Relationships

Reports To- Senior Manager / Director – Enterprise IT Infrastructure

Directly Supervises- ITSD & NOC Staff

Provides Work Direction to- ITSD & NOC Staff

Works Closely with- PAREXEL IT Teams (IT Infrastructure / IT Applications / IT Operations / GDM / Stake Holders)

External Relationships- N / A

Key Accountabilities

Skills

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Skills Required

Unix, Change Management, Active Directory, Mpls, Routing Protocols, Frame Relay, Vpn, Linux, Firewalls, DSL