Facilitating the IT Infrastructure, Engineering & Service Delivery teams, including Server Management, Desktop Management, Service Desk, Web Technology Support, Deployment Services and End User Services Team and the IT team pertaining to deliverables to ensure meeting of organization wide information needs on time mentor and train the IT team based on requirements
Responsible for the service level management and meeting all KPI"s for the services.
Providing technical & functional leadership to support engineers across multiple teams.
Identifying, initiating and driving Business Improvement Projects focusing on cost reduction / process optimization and automation
Responsible for development, deployment and up gradation of IT Infrastructure including the Hardware, Software and Middleware to ensure the satisfactory availability & capacity of IT resources within the SLA.
Incident and problem management, to ensure successfully bring down the MTTR (Mean time to resolve) for all categories of incidents, Second level escalation point in finding root causes and resolution of online infrastructure. Make sure all the critical and major incidents addressed within SLA response and sending out the critical alerts for such incidents
Ensuring critical trainings were given to the employees to enhance their competence levels
Ensure proper functionality and delivery of Applications and Solutions deployed for business support
Implementing Business / IT controls for teams, actively involved in Business Continuity Planning activities (BCP), Emergency response, Disaster Recovery Planning /testing of various processes
Conceptualised & effectuated strong corporate security policies for Network and Data Security; carried out extensive security assessment of existing and proposed infrastructure to ensure robust and secure functioning of applications
Manage vendors with the objective of enabling achievement of business goals through strong IT and Process reengineering support within the limits of business strategy.
Expertise in operations management, deftly analyzing the areas for development while implementing strategic plans for various operational activities. Taking remedial actions while providing suggestive measures for the service improvement.
Identified technology risk areas, developed strategy, and led planning of activities for applications, network and database high availability.
Ensure team reviews and updates the standard operating procedures or working instructions & documents when ever there are any changes to the infrastructure or processes
Exposure in end to end support:-involving Technical Support, Enhancements, and Development in adherence to guidelines and norms. Demonstrated team and relationship management skills coupled with proven communication skills
Represent IT in all business forums & business in all IT forums, thus acting as a funnel between business operations & IT operations
Monitoring service performance by generating detailed MIS & Dashboards.