Beschreibung
Skill Summary• Should have managed and team of 40-50 members, delivering/managing middleware IT operations. Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects
• Expert-level Knowledge of IT asset management, incident/request management, problem management, change/release management, Availability and capacity management.
• Ability to manage multiple related services and to build the synergies between the services.
• Ability to understand the customer requirements and suggest feasible technology options available.
• Good understanding of general datacenter technologies.
• Deep understanding of one of more areas of Datacenter operations – Compute, Virtualization, Storage, Network, Backup, Database, Middleware, AD/IAM, Tools, Application operations.
• Experience with executing transition and transformation projects.
• Experience in management large IT operations.
• Experience on Upgrades, Migrations, Performance Tuning and advanced Root cause analysis
• Windows 2008 R administration
• Knowledge of BCMS principles, processes and guidelines to deploy BCMS work-flow.
Soft Skills
• Deep experience Customer Handling and stakeholder management.
• Ability to handle escalations, be a trusted advisor for the customer and work closely with customers in defining solutions
• Ability to drive Service Improvement programs and drive service quality improvements.
• Familiarity with working on proposals, billing and charging topics
• Understanding of service level management process, related agreements – SLA/OLA and workflow steps.
• Analytical ability
• Business acumen
• Knowledge of capacity management process.
• Planning and organizing – Optimally organize the workload across the team.
Responsibilities
• Managing multiple service teams and build synergies between services.
• Understand and maintain the organization’s ratio between service revenue, resource planning and maintain the team.
• Responsible to service budget and quality.
• Create, modify, update and populate the service descriptions, operation level agreements and service offerings.
• Ensure issue free operations and effective handling of customer escalations.
• Capable of tracking the service improvement plan and aligning the capacity, availability of resources.
• Keep track of automation levels within service operations and to improve them.
• Responsible to introduce new service delivery tools and redesigning the operational procedures
• Assurance of SLAs / KPIs / OLAs and service quality.
• Promote the organization’s goals and to implement evolving technologies in service.
• Responsible to build and implement security guidelines.
• Running the service operations in close cooperation with other IT process owners and service owners.
• Ensure service quality.