IT Infrastructure Manager - Incident Management

Job Location : Viman Nagar, Pune. JOB PURPOSE : - Manages local IT SMEs and helpdesk support staffs. - Project handling and delivery for the site for constant improvement of the infrastructure. - Security Compliance. - Adherence to the ISG policies and ensure that ISG group is aware of the ISG process. - Leads the team in implementing the security, policy and process in place for the site. - Leads the cross functional audit for the team to ensure proper compliance of the other group. - Uptime and Reporting. - Ensure that all ISG domains adhere to the agreed uptime, SLA and reporting. - Submit weekly and monthly uptime report to client and internal stakeholders. - Customer Satisfaction. - Timely gathering of feedbacks on ISG's performance on customer satisfaction and to make sure that the different domain is in line with the agreed SLA of customer satisfaction. MAJOR CHALLENGES : - Decision making is one of the major challenges for this position and a quick analysis, recommendation and decisiveness are the things needed for proper execution of plans. - Constant update on infrastructure and technology is needed in achieving a sound decision and recommendation. KEY DECISIONS : - Changes or revisions on the existing document shall be done if it is for the improvement of ISG processes and policies. - Implementation of the policies and security controls for ISG and ensure the group's adherence in implementing the same on the organization. - Recommendation of infrastructure upgrade as part of the capacity planning for the ramp up Important notification sent to client and internal stakeholders - Prompt and precise decision of recommended resolutions on any major problems. SKILLS AND KNOWLEDGE : EDUCATIONAL QUALIFICATIONS : - College Graduate and above. RELEVANT EXPERIENCE : - More than 3 years' experience as a Manager in Call Centers/BPO environment. - More than 6 years' experience in IT infrastructure and design. - Should have in depth knowledge about incident and problem management. - Ability to deal with customers, staff and higher management with tact, decisiveness and timeliness. - Responsible for quality of documentation and user manuals. - Responsible for quality, delivery and team management of large or several small projects. - Participate actively in infrastructure management planning and growth. - Know how on reports and gap analysis. BEHAVIORAL COMPETENCIES : - Achieve Results. - Serve & Delight your customer. - Collaborate and Partner with Others. - Engage, Inspire and Develop People. - Nurture Innovation & Lead Change. - Think like an Entrepreneur. FUNCTIONAL COMPETENCIES : - Technical Management and understanding. - Analyzing Information. - Leadership skills/People Management skills. - Staffing & Problem Solving. - Data Centre Management. - Developing Budgets / Cost Management. - Coordination. - Strategic Planning. - Quality Management. - Relationship Management. - Risk Management. KNOWLEDGE, SKILLS, OTHER ABILITIES : Leadership : - An experienced team leader. - Influencing, leading, and delegating abilities. - Ability to initiate/manage cross-functional teams and multi-disciplinary projects. - Critical thinking, decision making and problem solving skills. - Planning and organizing Organizational abilities : Result oriented : - Ability to achieve the target within given time. - Excellence Communication skills. - Negotiating skills. - Conflict resolution. Adaptability : - Efficient under pressure, always meet deadlines. PERSONAL CHARACTERISTICS & BEHAVIOURS : - With pleasing personality. - Customer focused. - Can work individually or as a team player. - Fast learner on a fast phased environment and open to feedbacks. - Flexible and work in 24x7 Environment. - Ability to work in different shifts. - Mapping and documentation skills. - Adaptable & can work under pressure. - High level of integrity, judgment, accountability, and follow-through. - Adaptive to different behavior and situations. - Has effective time management. - No criminal records. - No active violations and/or disciplinary memos. - Has positive behavior and background. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds. (ref:hirist.tech)

Location: pune, IN

Posted Date: 2/14/2025