Infrastructure Manager - IT Operations

Job summary :- A mid-senior level Infra Operations Manager to drive operations based on ITIL framework.- The Individual should be passionate about technology, experienced in ITIL Processes and managing mid-large sized Infra teams cutting across technology domains.Years of Experience : 12-15 years of experience as a Infra Operations Manager.Technical Skills :- Experienced in handing a team spread across multiple technology domains.- Should be well versed in ITIL Processes mainly, Incident, Problem and Change management.- Should have operational knowledge on Service Now (and not just a user) to manage tracking team performance, reviews, reporting via the tool.- Should have worked on at least 1 automation in current project/organization benefitting customer and team on improving efficiency, productivity, cost.- Must have worked with the customer either from offshore or onsite, performing daily/weekly/monthly operational reviews on services and service levels.- Should be able to handle customer escalations and address issues working collaboratively with all teams across service lines (Infra, Apps).- Experienced people manager who should be able to perform team reviews of a team size of approx.20 resources.- Monitoring and measuring service performance of all operational services against targets within SLAs'.- Producing service reports review of all SLA breaches.- Periodic review of SLAs and services.- Must be able to communicate fluently in English, both written and verbal.- Excellent interpersonal communication and organizational skills to contribute as a leading member of global, distributed teams focused on delivering quality services and solutions.- Understand and analyze load balancer (LB) error messages.- Providing appropriate management information to aid performance management and demonstrating service achievement'.- Instigating and coordinating Service improvement plans for the management, planning and implementation of service and process improvements.- Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams.- Work with HR and support groups to improve employee retention and satisfaction.- Ensure all Team Management plans and Training plans for the teams are up to date and reviewed periodically. (ref:hirist.tech)