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 (VM ware)
• 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
  
  

Process Specific Skills

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
  
  

Soft Skills (Desired)

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
  
  

Annexures

MetLife Core Values:

The Employee Should Adhere To MetLife Core Values

• Be the Best
• Succeed Together
• Put Customers First
• Make Things Easier