Manager, Information Technology Infrastructure Support

Location

Bangalore | India

Job description

Job Description

This role is responsible for the management, supervision, and organization of the Operations Command Center Management functional area to provide operational support for systems and services to meet or exceed agreed service levels.

Ensures that the Operations Center is operating with the Incident Management, Capacity Management, and Request Fulfillment processes. This includes key service areas of Event Management and Operations Center Support.

This role is responsible for performing client coordination of all operational processes and procedures, ensuring that all services and infrastructure is functioning at prescribed levels and meeting their operational targets.

Duties and Responsibilities

• Oversees operational activities and services and proactively identifies and implements service improvements within the Operations Center.
• Provides training and guidance to Operations staff to develop and meet goals and strategy
• Develops internal processes and procedures to enhance operational effectiveness based on industry best practices creating and maintaining an operational center of excellence
• Ensure all incidents and requests are processed using documented processes and adhere to SLA/OLA obtainment
• Ensure incident ticket audit is conducted for daily tickets
• Prepare daily Ops call and conduct the Ops call
• Provide inputs for weekly reports
• Conduct Monthly/Quarterly Governance reviews with the client team
• Ensures service continuity plans are compatible with operational delivery center operations and that plans are tested regularly
• Review and analyze all Operations management toolsets for best of bread environmental event management.
• Client coordination for preparing Operational run books
• Investigates, diagnoses, and takes prescribed actions on all operational events, alarms, and incidents.
• Maintains operational logs and journals on all events, reported issues, warnings, alerts, and alarms, recording and classifying all messages.
• Maintains operational documentation, processes, management, and diagnostic tools, ensuring that services are maintained at the agreed levels.
• Ensure that maintenance tasks are completed as per procedural documentation for scheduled BAU tasks and client-specific infrastructure.

Qualifications

• Degree in Information Technology or equivalent experience
• 10 - 15 years of related experience
• Strong verbal/written communication
• Command Center/NOC/SOC experience
• ITIL Certification (good to have not Mandatory)

Knowledge & Skills

• Able to lead effective meetings, negotiate deliverables, and drive successful outcomes
• Able to make proactive recommendations
• Able to understand and support well-reasoned recommendations and decisions to
• support the business and project teams
• Able to work in a dynamic, fast-paced, and often changing environment
• Excellent drive and initiative, and sense of personal accountability
• Excellent organizational skills and interpersonal skills
• Excellent in managing a 24x7 shift team
• Able to lead a project and solution, in addition to a work-stream within a solution
• Ability to react quickly to issues and address them quickly by the following method of procedures specific operations
• Required to participate in extensive training programs designed to enhance work experience, functionality, and production within the Operations Command Center
• Ability to handle/track/write/communicate RCA (Root Cause Analysis) documents
• knowledge of Word, Excel, and PowerPoint
• Service Management (ITIL) - Incident, Change, and Problem Management
• Diverse and extensive working knowledge of IT enterprise technologies - Networking, OS, Database, Telecom, Middleware, Storage, Security, Cloud, ITSM tools, etc.

Additional Information

Publicis Groupe Commitment to Diversity & Equity Policy:

Publicis Groupe is deeply committed to diversity and inclusion in spirit and in action at every level of the organization. It reflects our core values and embodies our purpose of building a great company enabling human potential. We have a deep-rooted appreciation for how diversity of thought drives innovation, and we ground that value in a culture of collaboration and connected thinking.

• Diversity & inclusion are business imperatives on which Publicis Groupe will not negotiate. While fostering a work environment that is inclusive of all talent is a collective responsibility, it is leadership's job to nurture the career aspirations and goals of all our talent. Promoting gender equality starts at the top and the Groupe will not tolerate anyone speaking for our organization who does not value the importance of inclusion . Publicis Groupe works very hard to champion diversity and will continue to insist that each agency's leadership be champions of both diversity and inclusion.
• Our Core values' VIVA LA DIFFERENC'E is based on the very aspect of celebrating differences
• Our strategy focuses on bringing together teams with diverse perspectives, disciplines, and experiences, because diversity of thought best serves our clients and their customers who they aspire to impact

Equal Employment Commitment:

1. We provide equal opportunities to all our employees and to all eligible applicants for employment in our company. We do not unfairly discriminate on any ground, including race, caste, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protectedby applicable law.
2. When recruiting, developing and promoting our employees, our decisions will be based solely on performance, merit, competence and potential.
3. We shall have fair, transparent and clear employee policies which promote diversity and equality, in accordance with applicable law and other provisions of this Code. These policies shall provide for clear terms of employment, training, development and performance management.

Job tags

Salary