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Infrastructure Operations team lead/manager

Experience: 9-10
Posted: 16 Sep,2021
Location: United Arab Emirates

Infrastructure Operations team lead/manager 

Roles and Responsibilities

Language  English and Arabic

Experience : 9 years

  • Ensure all the SLA and Under Pinning Contract with reference to Infrastructure services are appropriate and updated
  • Ensure appropriate documentation as part of Service Level Management Process is updated, prepared and maintained.
  • Structured calendared reviews with key stake holders & 100% coverage of accounts with the Executive Summary 
  • Customer complaints - Closure of all customer complaints within SLA. 
  • Ensure closure of all actionable of meetings / reviews
  • Ensure month on month improved User Satisfaction Survey Rating 
  • Repetitive issues to be referred to problem management and solution effectively implemented to eliminate repetitive issues 
  • Ensure adherence to ITIL processes and scope of work compliance 
  • Non Conformance Closure as per agreed timelines Service delivery assurance to ensure maximum service availability and performance to customer’s infrastructure.
  • Driving and implementing operations services strategy in order to achieve performance and quality.
  • Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team. 
  • Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency. 
  • Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution. 
  • Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
  • Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
  • Manage day-to-day 24 /7 operations, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
  • Experience to understand and capture business and technical requirements.
  • Operational management experience in dealing with internal and external customer communications
  • A depth of knowledge and experience controlling variables such as time, scope, and risk management 
  • Participates in client presentations and discussions to present the technical solution. 
  • Develop, implement and maintain a value-adding regime of key performance indicators.
  • To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery. 
  • Provide regular status reports and project information (Weekly/Monthly/Quarterly ) to the Management team
  • Strong infrastructure knowledge, especially networks
  • Strong communication and manage infrastructure team

Required Skills

ITIL Process
Data Center Operations
ITIL certification
IT Infrastructure Management
Stakeholder Management
IT Security Operations in Monitoring Tools