Team Leader- Operations

Job Description

Position Title, Responsibility Level

TL/AM- IT Server Platform

Function

IT

Reports to

Service Delivery Leader

Permanent/ Temporary

Permanent

Span of Control

2-3 Vendor resources

Location Pune

Basic Function

• Responsible for managing the IT Server operations for Pune Site
• Responsible for Operations, Incident and Problem Management for Server Domain
• This position will be the primary lead for all Pune business support activities on server platform , interacting with business, vendors and IT teams in India & US.
• Monitors overall server platform performance, including accountability for problem identification and escalation

Essential Functions

• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems within business committed SLA s
• L3 Escalation point for end user computing issues (Software/Hardware) from engineering perspective
• Understanding of Active Directory configuration, setup and other routine tasks
• Coordinating with core team for troubleshooting/installation related to antivirus server, DC, DNS and DHCP
• Good understanding of messaging architecture fundamentals (MS Exchange)
• Hands on experience for administrating
• Storage devices (Dell EMC NAS, SAN etc)
• Backup solution (Rubrik)
• Virtual Environment (VMware)
• Server hardware & RAID configuration
• Database clustering ( SQL)
• Insure that problems and changes are properly documented, support groups notified, and issues resolved to prevent production impact to MetLife
• Ensure timely closure of Annual Budgeting, Monthly Accrual s to budget and define service level agreements with business partners
• Coordinate for Blackberry/smart devices configuration with US/India team
• Create and maintain documentation related to ISO 27001/ISO 20000
• Work on Citrix and Azure VDI related issues

Primary Internal Interactions

• Act as a SPOC for all internal & external audit and audit related requirements
• Work with IT procurement team to provide inputs related to server platform related procurement

Primary External Interactions

• Monthly / quarterly performance reviews with vendors, who are providing technical / hardware support to MetLife

Skills

Technical Skills

• ITIL, mcse/mcsa
• Preferably VMware certified
• Proficiency in MS-Visio, Project, PowerPoint and excel
• Citrix VDI

Soft Skills (Mandatory)

• Excellent verbal and written communication skills (English and Spanish)
• Understands how BPO operations are run and maintained
• Good negotiation and convincing skills

Education Requirements

• B.E/B.Tech or equivalent course in IT

Work Experience Requirements

• 6-7 years of experience with 3-4 in BPO/ITES environment
• Open for working in shifts aligned with US/India

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.