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MS Associate Manager Managed Services (Req No- 1267)

India

Role: Associate Manager – Windows/Linux/VMWare/Monitoring

We're looking for a dedicated, experienced technical leader (Associate Manager) to join our Network Operations Centre as a NOC Team Leader.  The desired candidate should have ample experience about NOC processes, team building, incident management, and should be familiar with ITIL, with a passion for enhancing, optimizing, and automating NOC processes and meeting SLAs. Accountable for the operational effectiveness of the NOC, this position administers business processes, maintains cross-functional working relationships, and identifies opportunities for improvement across systems/platforms (Windows/VMWare/Proactive Monitoring).

  • Experience working in a technical lead role in managing IT Infrastructure technologies such as Windows, VMWare, Linux and Monitoring Ops.
  • Managing day to day technical operations related to Windows & Linux servers, ESXi/ Virtual Center.
  • Ensure the stable operation of our Windows and VMware server infrastructure including DNS, DHCP, file and print services, clustering, DFS, GPOs, Terminal Services, and licensing.
  • Good Understanding of virtualization technology. Experience on VMware ESX 5.5, 6.0 and on V sphere would be preferable.
  • Experience in Microsoft Windows Server Administration DC, DNS, DHCP, DFS, SCCM, WSUS, Group Policy Management etc.
  • Working experience in proactive problem management activities in terms of chronic analysis around event trend analysis/correlation (ITOM), Incidents trend analysis, Problem Analysis etc. and derive a meaningful report.
  • Flexibility in work schedule as all hosting positions are shift work, this position also includes on call work.
  • Pro-active analysis, event and incident management ensuring all faults are resolved within agreed SLA.
  • You are expected to minimize risk of disruption and ensure adherence to the SLAs committed to customers, reduce the operational cost services and drive automation, intelligence and visibility into the hosting environment for optimal allocation of company resources.
  • Provide technical assistance and guidance to Engineers as an escalation point and as an information resource and drive outage bridges to resolution.
  • Provide timely escalations and notifications as required by procedure.
  • Conducts trainings and mentoring sessions. Provides the highest level of support to the technical operations groups and junior level engineers.
  • Ensure all job aids, SOP and knowledge-based articles are updated.
  • Control team’s work schedules, duty assignments and time-off requests.
  • Provide operational oversight for the onboarding of customers and pre-provisioning support.
  • Deliver operational excellence in event management, incident management, problem management, change management, Release management, Asset Management etc.
  • Point of contact for escalation Management as necessary during all phases of customer support.
  • Define and deliver KPI’s and periodic reports which help provide transparency and affect positive change for operational areas.
  • Drive continual improvement through strategic and thoughtful solutions with an automation first attitude.
  • Manage working relationships with other business units and maintain effective cross-functional communications.
  • Maintain a service-oriented environment focused on problem prediction, detection and resolution.

 

Qualifications

  • Bachelor's degree from an accredited college/university in Computer Science, Information Systems, or related field.  Advanced degree highly preferred. Minimum of 7-10 years of experience in IT, network, operations management as an established technology leader.
  • Extensive experience supporting Windows servers/VMWare production environment in a large/medium scale organization.
  • Knowledge on Microsoft Exchange technologies (O365/On Prem), Active Directory and Windows Server physical and virtual technologies.
  • Experience supporting converged infrastructure stacks, including VMware, compute, storage and networking supporting diverse portfolios including multiple business applications. 
  • Strong management skills, but also be able to dive into the details as needed.
  • Experience with Windows/VMWare Automation solutions.
  • Ability to effectively communicate across all levels of the organization.
  • Experience in data warehousing and high-performance computing environment is a plus.
  • Deep understanding of ITIL framework:  Incident, Problem, Change, and Service Request management processes.
  • Experience working in a 24x7 IT Operations or Network Operations environment.
  • Ability to manage competing priorities and workflow by using interpersonal skills to provide a detailed, deadline, and result-oriented organization that motivates and encourages the team to meet their strategic objectives.
  • Ability to take on complex systems and processes and drive simplification and improvements.
  • Self-Starter who can deal with ambiguity, maintain focus, resolve conflict, drive to clarity and provide innovative solutions.
  • Must have excellent interpersonal and time management skills.
  • Detail Oriented, Multi- tasking and able to deal with tight deadlines and stress.

 

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