Assistant Manager - Service Operations

Netmagic Solutions Pvt LTD
  • Mumbai
  • Confidential
  • 6-10 years
  • Views
  • 01 Sep 2016

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

Primary Responsibility:

Ensuring high quality, consistent technical Customer Support ensuring that these Support Services meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs) Implement and maintain “Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes.Hands-on experience in performing 2nd level remote fault analysis and troubleshooting
Function as single points of contact for infrastructure needs of datacenter managed services
Experience in handling Complex issues and Excellent Product Knowledge
Carry out the troubleshooting on Linux OS/Windows/Network and applications
Ensure monitoring infrastructure 24 X 7.Hands on experience on monitoring and Infrastructure management tools
Coordinate with different teams geographically.Management of employees in the customer service team, publishing rosters, KPI measurement.Actively be part of resolution process for any fault / performance issues
Responsible for executing SOP related activities
Ensuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriately. Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.Co-coordinating for driving the uptime of the various client projects being managed.Raise and also technically update the tickets in ticketing system for all the issues handled / worked upon.Apply patches to the OS / applications or upgrade the applications as and when required, as per the approval from the respective Customer Team. Experience in vendor management.Keep track of capacity and security aspects and analyze it in light of the business requirements of customers and proactively ensures scalability and optimal use of existing infrastructure
Strong knowledge of Internet Protocol Suite and layers
Advanced experience with DNS, LDAP, NTP, SMTP, SNMP, SSH
Knowledge in storage technologies and RAID
Knowledge in performance tuning and capacity planning
System management through scripting, automation and policies
Support and plan system backups and data recovery strategies
Basic network knowledge and fundamentals
On-call rotation for after hours support and scheduled maintenance
Prior supervisory experience is a must
Project coordination experience required
Able to adapt to quick requirements change and produce fast solutions.Excellent written and verbal communication skills are a must
Ability to adhere to policies & procedures.


Competencies/Skill sets for this job

Project Coordination Fault Analysis Hands-on Maintenance

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About Organisation

Netmagic Solutions Pvt LTD