Job description
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.