Description :

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 L1L2 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 :

- Bachelors 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