Manager IT Infrastructure - Pune - IGT
- IGT Solutions
- 10 - 15 years
- Pune
- 1 month ago
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Job Description
Job Location: Pune
Work Mode: 100% Onsite
Shifts: Rotational
Geos Support locations: (US, PH, MLY, CHINA, INDIA, EGYPT)
JOB PURPOSE: Manages local IT SMEs and helpdesk support staffs. Project handling and delivery for the site for constant improvement of the infrastructure.
ORGANISATIONALCHART (Vice President-ISG) (Head, ISG) (Sr. Manager, ISG) (Manager, ISG)
EXPECTED END RESULTS MAJOR ACTIVITIES
1. 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.
2. 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
3. Customer Satisfaction
Timely gathering of feedbacks on ISGs 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 groups 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
Dimensions
- 99% infrastructure uptime (Network, Voice, Systems)
- 99% Business/process uptime
- Rating of 3, in the scale of 1 to 5, for customer satisfaction
- Rating of 3, in the scale of 1 to 5, for Security and policy implementation as per ISMS and PCI-DSS
- 35% attrition rate for ISG team
SKILLS AND KNOWLEDGE
EDUCATIONAL QUALIFICATIONS
College Graduate and above.
RELEVANT EXPERIENCE
More than 3 years experience as Associate 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
Analytical
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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security,
Role Category: IT Infrastructure Services
Role: IT Infrastructure Services - Other
Employement Type: Full time
Contact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: IT Infrastructure Management IT Infrastructure IT Operations
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