Team Member - IT Infra operations

Team Management

• Oversee daily IT infrastructure operations, including incident ticket management, resource allocation, shift scheduling, and escalation management.
• Directly supervise and mentor Server, Storage, and Onsite Engineers, ensuring technical excellence and customer-focused service delivery.
• Foster a high-performance culture by setting clear expectations, conducting regular performance reviews, and providing coaching and development opportunities.
• Ensure seamless handover and coverage across shifts, especially in global or 24x7 environments.

Operational Oversight

• Act as the primary technical escalation point for critical incidents and complex, cross-domain issues.
• Conduct in-depth troubleshooting, perform root cause analysis (RCA), and implement long-term solutions to prevent recurrence.
• Lead infrastructure upgrades, migrations, and major changes across computers, storage, network, and cloud platforms (e.g., Azure, on-prem).
• Deploying and troubleshooting OpenShift and OpenStack platforms are mandatory.
• Collaborate with security and compliance teams to enforce governance, risk mitigation, and regulatory requirements.
• Manage vendor relationships for escalations, patch management, and advanced technical support.
• Provide technical guidance and mentorship to L1-L2 support teams.
• Monitor and report on key performance indicators (KPIs), SLAs, and service quality metrics.
• Prepare and present weekly, monthly, and quarterly business reviews (QBRs) to IT leadership and business stakeholders.
• Use data analytics to identify trends, drive service improvements, and inform strategic IT decisions.

Stakeholder Engagement

• Communicate proactively and effectively during incidents, escalations, and service disruptions, ensuring transparency and timely updates.
• Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support and service delivery.
• Build strong relationships with business stakeholders, understanding their needs and aligning IT operations with business objectives.

Process Improvement & Compliance

• Develop, maintain, and continuously improve standard operating procedures (SOPs), runbooks, and internal documentation.
• Identify and implement process improvements to enhance operational efficiency and service quality.
• Ensure strict adherence to internal controls, IT policies, and compliance requirements (e.g., ISO, GDPR, SOX).

Knowledge Management

• Oversee the maintenance and accuracy of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues.
• Promote knowledge sharing and consistent support practices across shifts and regions.

Qualifications

• Bachelor's degree in Information Technology or a related field, or equivalent practical experience.
• Minimum 8 years of experience in IT operations, with at least 2 years in a supervisory or managerial role.
• Strong proficiency with ITSM tools (e.g., ServiceNow, Jira) and a solid understanding of ITIL frameworks.
• Excellent analytical, communication, and presentation skills.