Infrastructure Lead

Infrastructure Site Lead

Strong background and real-time experience in IT Infrastructure Management services.

Good understanding of the technical aspects of IT infrastructure, including software and hardware components.

Realtime exposure and understanding of following infrastructure technologies and inter-play of dependencies:

• EUC
• ServiceNow
• Microsoft Azure
• AWS
• VMware
• Cisco networking
• Active Directory
• Backup and Storage
• ITIL

Strong exposure and skill to diagnose problem situations, identify gaps and resolve technical issues from site up view.

Proficiency in service management software like Zendesk, ServiceNow, or Jira is beneficial. ServiceNow is preferred.

Knowledge of cloud computing and infrastructure,

Experience with service desk and incident management tools.

Roles & Responsibilities:

• Maintain and develop a strong operational relationship with the client, acting as the primary point of contact for service-related matters.
• Strong exposure and experience in planning, execution, and successful delivery of services in Infra Operations to clients, ensuring alignment with client needs and expectations.
• Demonstrate good understanding of relevant IT systems, infrastructure, and technologies.
• Responsible for ensuring the successful delivery of services to clients, meeting agreed-upon SLAs, and exceeding client expectations.
• Identify opportunities for process improvement and implement changes to enhance service delivery efficiency and quality.
• Track service performance, identify key performance indicators (KPIs), and generate reports to monitor progress and identify areas for improvement.
• Handle escalated issues, resolving them in a timely and effective manner, and communicating with stakeholders.
• Collaborate effectively with internal and external stakeholders to ensure successful service delivery.
• Strong understanding of processes, preparing workflows, ability to identify gaps, building SOPs around updated processes.
• Lead and support a operations team, providing guidance, coaching, managing escalations and ensuring delivery as per customer requirements.
• Strong communication ability with clients, internal teams, and stakeholders.
• Experience working with ticketing tool Service Now, in building SOPs, preparing improvement plans etc.