Operations Manager Account Delivery Mgmt

Job Description Job Code- 108677-3-1 Role: Operations Manager / Account Delivery Mgmt Location: Eon Phase 2, Kharadi, Pune Work Mode-WFO, UK shift Must have Skills: Overall Exp 15+ in IT Infra Operations Mgmt. Data Center Operations & Service Desk Managing a team size of 50+ Must be managing Global Clients (Please ask the candidates to mention the global clients In CV or projects they are managing for shortlisting the pro 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 needed 12+ years of experience as an 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. 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. 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. Non-Technical Skills : Must have superior problem-solving skills with extremely high levels of initiative and assertiveness. Effective interpersonal, team building and communication skills Bachelor s degree preferably in Computer Science or Information Systems and /or equivalent formal training or work experience. ITIL V3 certified. Overall, 10-12 years of experience with 8-10 years as Infra Operations Manager Certifications Needed: ITIL V3 certified.