Responsibilities

• Ideate initiatives to continuously improve service performance and reliability
• Track and optimize the cost of infrastructure and operations
• Design, build, and configure tools to monitor platform status and performance
• Publish up-to-date platform status and performance (uptime, latency, etc) to stakeholders
• Set up alerts notifying teams before potential issues escalate to a service outage
• Engineer, implement, and monitor security measures for the protection of computer systems, networks, and information
• Perform security incident analysis and make sure actions are taken to eliminate the loophole
• Collaborate with pre-sales for on-boarding of new customers
• Provide oversight for the service management processes that provide consistent interfaces between customers and service providers in the areas of the incident, request, problem, configuration, capacity, availability, and change management are adopted and managed across the enterprise, guidance regarding industry best practices and known trends to help desk support services and related deliverables
• Serve as the primary contact for all customer escalations and participate in monthly,  quarterly activity and performance reviews with clients
• Ensure proper solutions and knowledge management best practices are followed and integrate continual service improvement processes to refine and improve service desk performance continually, proper maintenance and administration of ticketing platforms including forms, workflows, categories, and ensure alignment of ITSM, Agile, and other emerging development methodologies
• Understand the ITSM framework and identify gaps in processes while offering solutions to fill them
• Process and document escalation paths and provide status updates to the client regarding escalated tickets
• Conform to the standards as dictated by ISO 20000 & ISO 27001
• Help manage the resolution of urgent incidents by defining SLA management processes to restore services as quickly as possible
• Produce and contribute to all System availability reports and dashboards by Service Level Agreements (SLAs)
• Explain and relay IT and complex issues to various levels of end-users

Requirements

• BE/B.Tech/MCA degree with 5+ years of experience in implementing and overseeing IT Service Management processes
• Proficiency in Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools
• Proven experience in providing 24x7 IT Infrastructure management support to global customers
• Basic understanding of Cloud Infrastructure (AWS), Operating Systems (Linux & Windows), and Web Technologies (Apache, Nginx, etc) - Experience in leading a team of 4-5 Cloud Operations Engineers
• Strong interpersonal and customer service skills to excel in a team-oriented, collaborative environment