Group Operations Manager - Service Delivery Management

Noida, Uttar Pradesh

Job Summary

JD for SDM • The SDM profile will be a senior profile will need to manage end to end IT infrastructure service delivery. • Preferably 15 years plus of IT Industry experience. • 10\+ years of RIM • good to have PMP/prince 2 awareness • Overall understanding with minimum of 7 \+ years of hands on experience in managing \& delivering complex IT Infrastructure for a large enterprise. • Strong Leadership \& customer relationship skills and drive to push things within and outside the system. • Education: BE/Btech/MCA 1\. Onsite/offshore communication management and coordination, quarterly/semi\-annual reviews, 2\. Involved in the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc. 3\. Conducting TAM’s ( Team Action Meetings) ,Weekly team meetings and review on deliverables 4\. Handling deliverables responsibility. 5\. Mentoring Team as per project needs on Technical tools. 6\. Identifying improvement areas \& implementing measures to maximize customer satisfaction levels. 7\. Defining new process and procedure for operations. 8\. Periodic evolution of SLA metrics and Audits • Lead and Manage large teams across various towers. • Strong Process knowledge ITIL V\-3, along with experience in certification of IT \& Security certifications like ISO 20 / 27 K Certifications etc. • Vendor Management \& Contract Negotiation Skills \& Experience. • SLA Measurement, Reporting \& Adherence \- 5 Nines etc. • Budgeting \& P\&L Experience – Managing Capex \& Opex. • Overall Strong Technology Landscape Understanding \& Experience of Managing IT Infra with some amount of App support experience will be preferred. • Data Center Technologies  Servers – Unix \& Wintel OS \& Related technologies like AD/Exchange / DNS / LDAP etc.  Middle tier – Web sphere, Web logic etc.  Databases – Oracle \& SQL  Oracle Apps.  Storage – SAN \& NAS  IBM Mainframe • Networking  Data \& Voice \- LAN \& WAN  Telecom \& Service Provider  Datacenter hosting. • Application Support  Application Lifecycle understanding.  Basic application support \& associated dependencies on Infra layer. • End User Computing  Desktops \& Laptops Support.  Blackberry Support. • Security  Security \& Firewall Rules \& Policies.  IDS  Audit \& Compliance. • System Integration, Consulting \& Transformational Projects Handling e.g.  Virtualization – servers, Storage, Networks etc.  Datacenter Consolidation.  DR Setup \& Implementation.  Cloud computing. Roles and Responsibilities: • Define and monitor project scope, approach, assumptions, dependencies, risk, and budget • Manage all aspects of project in order to deliver approved business functionality • Coordinate project status with the PMO master portfolio plan. Ensure programs are properly represented • Communicating effectively with internal and external stakeholders \& interact with geographically distributed teams and clients • Ensure and develop relationship with customers, stakeholders with high satisfaction levels • Continuously evaluate industry best practices for project management and make recommendations for its adoption within the organization • Liaison between business leaders and senior management to drive program/ projects budget at strategic level • Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies • Working with the client and operations teams to identify and manage service improvement activities • Removing all obstacles to customer satisfaction and / or financial performance

Key Responsibilities

Primary skill \- SDM

Skill Requirements

Primary skill \- SDM

Other Requirements

Primary skill \- SDM

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