Posted: September 28, 2018
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FTC / FTE
Should have more than 12 years of IT experience.
Should have hands on experience in technologies like Windows / Unix Server, VMware and have good understanding of other enterprise components like Storage and backups.
Good troubleshooting skills.
Manage workload across team members at offshore
Should be able to guide the team from technical and troubleshooting perspective
First Point of escalation for offshore team
Collect/Analyse metrics on tickets and performance of Offshore team members.
Team motivation and address concerns of the team in coordination with Managers.
Weekly and Monthly reporting to client and attend scheduled operations service reviews.
Co-champion the service improvement initiative
Need to be aware of changes being implemented for other systems, interfacing the systems.
Plan & Manage cross training and ensure it is done to enable correct rotation and own the rotation policy.
Monthly review of lessons learnt and follow up that necessary actions have been taken to prevent re occurrence of problems
Working with the Infrastructure manager to review all Change Requests after implementation to ensure success criteria have been met
Ensure any relevant documentation is kept up to date.
Proficient with ITIL processes. Should be able to setup and fine tune all the ITIL processes.
Should ensure that the team is following the ITIL processes.
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