Manager Global Tech Ops(Service Delivery / ITIL / Incident Management)

Summary The Sr. Manager of Global Technical Operations is responsible for the overall management of the global technical operation from a people and process standpoint. This role requires close coordination with other technology peers that manage the infrastructure (telephony, network, server, storage, databases) as well as applications. The responsibilities for the role require the individual to build and lead a cross-functional team responsible for Incident and Problem Management, Planned Maintenance Tasks and Root Cause analysis, and Help Desk Management. The role will personally be the primary isolation and incident management leader. As such, this role requires excellent analytical and communication skills to serve as primary interface across all business sessions for all Severity 1 issues. The Director of Global Technical Operations will report directly to the Technical Operations Leader.

Education/Experience/Skills:

1. BE/B. Tech. in IT, Computer Science, with approximately 10/12 years of experience as detailed below. 2. 10+ years of experience managing global teams and engaged on global support function that requires isolation and excellent communication skills across multiple audiences. Must have strong analytical skills. 3. Experience working with external clients and vendors to establish strong inter office and outside relationships. Experience with providers, specifically those offering a service which supports a technical environment. 4. Capable of supporting mission critical technology services for both internal customer, and external client. 5. Must have clear understanding of the various IT functions/domains like Telephony, Networking, Servers, Information Security, Application Development, database etc. Having worked on anyone or more of them directly would be an added advantage. 6. Having managed help desk ticketing systems from an Admin/supervisor and IT ticket queue management perspective. If have knowledge of JIRA then will be an added advantage. 7. Understanding and exposure to the dynamics of ticket management from IT support system. 8. Excellent written and verbal communication skills including proficiencies in Microsoft office and outlook. Documentation and presentation skills.

Business Technology Services BTS Recruitment Requirement

Preferred - * Experience in the Services Logistics Industry * Experience supporting global Call Centers operating in a 7x24 mode * Experience managing/supporting a highly technical portfolio. * Experience with ITIL

The JD would include:

1. Envision, plan, develop and maintain technical/operational solutions to support the company business objectives. 2. Support and improve all key processes responsible for - incident and problem management. 3. Lead incident management discussions with customers and partners. Lead coordination of all Root Cause Incidents. 4. Managing incidents and outages across various technology verticals - by way of accurate information collation from users reporting of incidents, assessing the issues to make L1 trouble shooting and isolation of the exact IT function. 5. Support in managing business communications/notifications as part of incident management. 6. Engaging with technical teams in tracking down actual incident cause and also discussing/explaining to senior executives and other non-IT departments, of the various aspects of incidents and outages. 7. Representing the Tech Ops team on various discussions related to incidents, like addressing Operations concerns/observations or analyzing details along with various functional IT teams to explain incidents/outages. 8. Tracking of each incident with respective owner departments up to closure/resolution followed by generating an incident report. 9. Build documented processes towards effective incident management with clear areas of reducing time to response, isolate and transfer responsibility to owner team(s) for resolution. 10. Configuration responsibility of Help Desk Ticket Management portal, maintaining an updated and version controlled master documentation of all configuration details rules. 11. Daily monitoring of tickets (real time) to manage proper assignment to queues and identify any critical business or IT infrastructure impact. 12. Review reports in JIRA for weekly stats on help desk usage - SLA reports (With P1/P2/P3 segregation), performance reports on individual BTS engineers, on BTS functions, geo locations, issue categories, requestor departments, and requestor programs. Trend analysis of issues and summarization.

Business Technology Services BTS Recruitment Requirement

Supervisory Responsibility * Management of 7/8 direct employees. * Responsible for the performance management and hiring of the employees within the Technical Operations function. * Be the SME and mentor for the team to groom them in their roles as well enhance them for service delivery. * Responsible for external communication regarding any operational key touch points or changes to the technical environment that may impact the business either in a positive way or negative.

Work Environment * This position involves supporting a 7x24 high availability environment, which at times requires unplanned extra hours or weekend work due to severity 1 type incidents * Must have high team spirit and excellent interpersonal skills, required for working with the global teams. Disciplined, responsible and be a person of integrity and values. * Accountability is highly expected as part of behavioral traits. Motivated for achieving growth by contributing and learning in a team with global exposure.