GSPANN - Infrastructure Delivery Manager - ITIL

We are looking for an experienced Infrastructure Delivery Manager to lead and oversee Infrastructure Hosting. The ideal candidate will bring strong delivery management capabilities, excellent client-facing communication, and a track record of managing cross-functional teams in high-paced environments.

- Serve as the primary point of contact for the Infra hosting program across on prem and cloud.

- Own end-to-end service delivery across functional and technical streams, ensuring adherence to SLAs and KPIs.

- Lead cross-functional teams of Backup, Storage, Database Administration and Cloud administration to deliver high-quality support and continuous improvements.

- Manage the full incident lifecyclemonitoring, prioritization, root cause analysis, and resolutionwith proactive trend analysis.

- Govern the Change Request (CR) process: from scoping and estimation to approvals, implementation, and closure.

- Collaborate with cross functional teams on Network, access controls, and landscape optimization.

- Define and enforce SOPs, escalation processes, and communication protocols for critical and high-impact issues.

- Oversee L1, L2, and L3 support delivery with 24x7 coverage through effective coordination between onshore and offshore teams.

- Drive ITIL-based processes for incident, problem, change, and release management.

- Monitor service performance via KPIs, SLAs, and dashboards, and lead continuous service improvement initiatives.

- Conduct regular service review meetings with stakeholders and ensure high levels of client satisfaction.

- Manage the pipeline for change requests in line with governance protocols.

- Provide regular status updates and executive reporting.

- 14+ years of IT experience with at least 68 years in Infrastructure delivery management roles.

- Strong experience managing large-scale Infrastructure support engagements.

- Require very good understanding of cloud native solutions using AWS, Azure

- Good experience on deployment of cloud VMs and Windows servers

- Exposure to Cloud storage and backup

- Expert level knowledge on Microsoft Azure

- Should have good working experience on Cloud & Virtualization Administration

- Proven experience in handling Infra support programs.

- Excellent communication, stakeholder engagement, and escalation management skills.

- Experience working in hybrid onshore-offshore delivery models.

- Microsoft Certified: Azure Administrator Associate / Expert

- AWS Certified SysOps Administrator / Solutions Architect

- VMware Certified Professional (VCP)

- HPE SimpliVity Certification