We need an Operations Sr. Manager /Director who knows ticketing and operational processes.

We are looking for a person with years of running operations and helpdesk teams who is very particular about Process adherence and expediting resolutions while maintaining the service excellence we deliver.?

Some Qualifications :This person will need to have-ITIL 4.0 Certification.
5+ Years running MSP operations supporting the Fortune 500 enterprise environments
Strong Technical knowledge of the cloud.

Strong collaboration and communication skills
A focused approach to process and process adherence
The ability to create a plan/vision for operations teams as well as
A servant leadership approach that is collaborative but firm
Jira / ServiceNow experience

Duties and Responsibilities

People Management and manage resources, both individual contributors and 1st line managers
Must understand the technical components of client server relationships and strong experience in managing tough customer conversations.

Hands on experience with minimum 2 Public Cloud environments like AWS, Azure , GCP
Ability to manage multiple projects / programs and influence cross functional contributors
Clear and concise written and verbal communications skills; ability to communicate with stakeholders effectively
Ability to build and maintain relationships with internal departments to enable cross functional relationships (engineering, service delivery and product)
Analytical ability to establish baselines and deviation from baselines in a clear manner

Manage and coordinate day to day activities of the Cloud Infrastructure and Cloud Automation teams in a global support model and continuously keep goals and deliverables.
Support management of colocation data centers, AWS / Azure / GCP cloud environments, and automation platforms to ensure operational excellence.
Provide guidance for resource management and operations coverage for 24x7 infrastructure hosting.
Guide engineers developing automation to provision and manage infrastructure resources in a diverse, hybrid cloud environment.
Support continued refinement and expansion of infrastructure health monitoring and incident response.

Develop and grow the team through recruitment, trainings, challenging assignments, and rewards/recognition on consistent basis.
Ensure teams follow the established change and incident and change management processes.
Understand and continuously recommend improvements to Cloud Operations processes, documentation, and tools.
Obtain and keep up to date the organizational and technical knowledge required to perform the role.

Soft Skills:

Client relationship skills and experience managing vendors
excellent writing and verbal communication skills
Customer service focus with the ability to convey complex technical concepts in plain English.
4 Year degree preferred
AWS Developer associate Certifications - preferred
Ability to understand and adhere to Information security requirements of the organizations and the specific responsibility assigned.

ITIL 4 Managing Professional Certifications

ITIL 4 Specialist: Create, Deliver, and Support

ITIL 4 Specialist: Drive Stakeholder Value

ITIL 4 Specialist: High-velocity IT

ITIL 4 Strategist: Direct, Plan, and Improve.

ITIL 4 Strategic Leader Certifications?

ITIL 4 Strategist Direct, Plan, and Improve

ITIL 4 Leader Digital and IT Strategy.

Applications closed