Team Member - IT Infra operations

Team Management

• Oversee daily IT infrastructure operations, including incident ticket management, resource allocation, shift scheduling, and escalation management.


• Directly supervise and mentor Server, Storage, and Onsite Engineers, ensuring technical excellence and customer-focused service delivery.


• Foster a high-performance culture by setting clear expectations, conducting regular performance reviews, and providing coaching and development opportunities.


• Ensure seamless handover and coverage across shifts, especially in global or 24x7 environments.

Operational Oversight

• Act as the primary technical escalation point for critical incidents and complex, cross-domain issues.


• Conduct in-depth troubleshooting, perform root cause analysis (RCA), and implement long-term solutions to prevent recurrence.


• Lead infrastructure upgrades, migrations, and major changes across computers, storage, network, and cloud platforms (e.g., Azure, on-prem). 


• Deploying and troubleshooting  OpenShift and OpenStack platforms are mandatory.


• Collaborate with security and compliance teams to enforce governance, risk mitigation, and regulatory requirements.


• Manage vendor relationships for escalations, patch management, and advanced technical support.


• Provide technical guidance and mentorship to L1–L2 support teams.


• Monitor and report on key performance indicators (KPIs), SLAs, and service quality metrics.


• Prepare and present weekly, monthly, and quarterly business reviews (QBRs) to IT leadership and business stakeholders.


• Use data analytics to identify trends, drive service improvements, and inform strategic IT decisions.

Stakeholder Engagement

• Communicate proactively and effectively during incidents, escalations, and service disruptions, ensuring transparency and timely updates.


• Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support and service delivery.


• Build strong relationships with business stakeholders, understanding their needs and aligning IT operations with business objectives.

Process Improvement & Compliance

• Develop, maintain, and continuously improve standard operating procedures (SOPs), runbooks, and internal documentation.


• Identify and implement process improvements to enhance operational efficiency and service quality.


• Ensure strict adherence to internal controls, IT policies, and compliance requirements (e.g., ISO, GDPR, SOX).

Knowledge Management

• Oversee the maintenance and accuracy of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues.


• Promote knowledge sharing and consistent support practices across shifts and regions.

Qualifications

• Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.


• Minimum 8 years of experience in IT operations, with at least 2 years in a supervisory or managerial role.


• Strong proficiency with ITSM tools (e.g., ServiceNow, Jira) and a solid understanding of ITIL frameworks.


• Excellent analytical, communication, and presentation skills.