We are seeking a Project Manager with experience in delivering Infrastructure projects incluiding Server, Network, Storage, Cloud, EUC & NOC Technologies.
Experience:
- 10 to 15 years of experience in infrastructure operations/service delivery, including experience managing multi-tower teams (Windows, Hypervisor, Database, Network, Storage & Backup).
- Strong working knowledge across Windows Server, VMware/ESXi, Cisco UCS, database platforms (MSSQL/Oracle/PostgreSQL/MySQL), networking, and storage/backup technologies.
- Proven experience as an Incident Manager handling critical/P1 outages, war-room coordination, and executive-level communication.
- Strong track record in RCA ownership, problem management, and driving cross-functional permanent fixes.
- Demonstrated experience managing, mentoring, and developing technical teams and leads across multiple infrastructure domains.
Service Delivery Ownership
- Own end-to-end infrastructure service delivery across Windows & Hypervisor (VMware/ESXi/UCS), Database, Network, and Storage & Backup tech tracks, ensuring SLA/OLA adherence and consistent service quality.
- Act as the single point of contact for all infra-related delivery matters, coordinating across L1/L2/L3 teams and track leads to ensure seamless day-to-day operations.
- Drive governance rhythms — daily operations reviews, weekly service reviews, and monthly/quarterly business reviews (MBR/QBR) with stakeholders and leadership.
- Monitor and report on key delivery metrics — SLA compliance, ticket volumes/aging, backlog health, change success rate, and capacity/resource utilization across all tracks.
- Own the infra delivery roadmap, ensuring alignment with organizational priorities, budget, and resourcing plans across all technology towers.
Incident, Problem & Escalation Management
- Act as Incident Manager for Sev1/Sev2 critical outages, driving war-room bridges, coordinating cross-track technical teams, and ensuring timely restoration of service.
- Own the end-to-end major incident lifecycle — detection, triage, communication cadence to stakeholders/leadership, resolution, and closure.
- Drive Root Cause Analysis (RCA) for all critical incidents, ensuring quality, completeness, and timely submission, and track permanent corrective actions to closure.
- Serve as the key escalation point for unresolved or high-impact issues across Windows, Hypervisor, Database, Network, and Storage & Backup tracks.
- Establish and continuously improve problem management practices — trend analysis, recurring incident identification, and proactive risk mitigation across the infra estate.
Technical Governance Across Tracks
- Provide technical oversight and governance across Windows Server, VMware/ESXi, Cisco UCS, MSSQL/Oracle/PostgreSQL/MySQL, Network, and Storage/Backup (NetApp, Pure, Dell EMC, HPE, Rubrik, Cohesity, Veeam, Commvault, NetBackup) domains, partnering with L3/Architects for design decisions.
- Ensure standardization of processes, documentation (SOPs/runbooks), and best practices consistently applied across all technology tracks.
- Review and approve major changes, patching cycles, and DR/BCP plans across tracks to ensure risk is appropriately managed.
- Ensure security, compliance, and audit requirements are consistently met across all infra tracks, coordinating with Security and Compliance teams.
People Management, Mentoring & Team Development
- Mentor and groom infra track leads and administrators (L1/L2/L3) to progress to the next level, building a strong technical leadership bench across all tracks.
- Conduct regular one-on-ones, performance reviews, and skill-gap assessments; define individual development plans and training roadmaps.
- Foster a culture of ownership, collaboration, and continuous learning across the infrastructure teams.
- Support hiring, onboarding, and resource planning for the infra tracks in partnership with track leads and HR.
Customer Experience & Continuous Improvement
- Own and improve CSAT/customer satisfaction scores for infrastructure services through proactive communication, service quality improvements, and stakeholder relationship management.
- Identify automation opportunities across all infra tracks — routine operations, monitoring, patching, and reporting — and drive execution in partnership with engineering teams.
- Drive continuous service improvement (CSI) initiatives, reducing manual effort, ticket volumes, and repeat incidents through process and tooling enhancements.
- Champion adoption of observability, self-healing, and ITSM tooling improvements to enhance operational efficiency and delivery maturity across tracks.
