Accountabilities:
- Collaborate with remote team members to build and maintain positive, productive team relationships.
- Maintain awareness of all outstanding in scope services pre- and post-delivery issues and provide status to leadership team. Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements.
- Focus on improving customer service experience & create action plans for engaging cross-functional teams and facilitate organic growth.
- Take ownership of the infrastructure services service level agreements between service provider and AZ. Review the detailed parameters of the services & enable service quality.
- Manage the onboarding of Technology Services & Tasks release into BAU, govern the respective product line RACI for consistent service delivery.
- Ensure that risks are identified, communicated, and mitigated and that services and BAU run smoothly.
- Collaborate with cross-functional Application teams to assist Service support in BAU.
- Develop use cases into high-quality solutions in your specialist area. Develop positive relationships with teams involved in the downstream technical processes.
- Supervise IT services team to support and maintain IT infrastructure within agreeable service level agreements.
- Analyze existing IT systems and provide improved solutions.
- Communicate, influence, and work with stakeholders including ETS operations team to align with processes and coordinate to deliver infrastructure strategy of AZ IT.
- Develop & maintain the infrastructure catalogue for BAU support across providers. Show consistent aspiration to challenge the status quo and improve customer satisfaction.
- Understand the technical challenges, incident chronology, communicate timely and consistently on incident management process.
- Perform root cause analysis of infrastructure problems and develop resolution plans.
- Produce weekly and monthly summary management reports on technical support tickets.
- Manage prioritization, escalation, and resolution of support incidents to the respective infrastructure support team.
- Ensure that risks are identified, communicated, and mitigated and that services and BAU run smoothly.
- Attend technical meetings and coordinate with other functions within ETS Operations regarding implementation of new programs, problem resolution, and LEAN initiatives.
- 24x7 Support availability for critical incidents and requests based on demand.
Essential Skills/Experience:
- Understanding of infra architecture concepts for resources like compute, storage, database, networking, load balancing, security, Kubernetes
- Analytical and problem-solving skills
- Ability to prioritize and multi-task to achieve competing goals and target dates
- Able to articulate technical issues in terms of business risk and opportunity
- 24x7 Support for critical incidents on the service scope area and BCP readiness whenever required to support across GTC s
- Bachelor/Master s degree in computer science or IT with 12+ years of experience. In-depth or working knowledge on Technical Services
- Masters in business administration is advantageous
- Microsoft, Linux, Citrix, Database Certification is preferred
- Adaptable and progressive learner with the ability to explain complex technical concepts to a variety of audiences
- Ability to work independently and work collaboratively in a team environment
Desirable Skills/Experience:
- The ability to make important decisions in a fast-paced environment
- Great interpersonal and communication skills
- Excellent time management and teamwork skills
- Ability to work effectively in a matrix organization is essential
- Experience and ability to work in shifts on rotational basis covering 24*7 support
- Lean & Six Sigma Skills
- Hybrid IT setup awareness
- Infrastructure Service Support
- Creating a great workplace environment with a culture of learning and continuous improvement through coaching, mentoring, and developing skills
- An active listener with excellent and confident communications and interpersonal skills with an ability to read complex customer situations and adapt as needed
- Able to negotiate and resolve conflicting priorities and to influence leadership teams
