Infrastructure Site Lead
About The Position
Must Have Technical Skills: Strong Service Delivery industry experience in managing medium to large size teams for Infrastructure Management Services support in a pure service delivery lead role. Maintain and develop strong operational relationship with the client, acting as the primary point of contact for service-related matters. Strong exposure and experience in planning, execution, and successful delivery of services in Infra Operations to clients, ensuring alignment with client needs and expectations. Demonstrate good understanding of relevant IT systems, infrastructure, and technologies. Responsible for ensuring the successful delivery of services to clients, meeting agreed-upon SLAs, and exceeding client expectations. Identify opportunities for process improvement and implement changes to enhance service delivery efficiency and quality. Track service performance, identify key performance indicators (KPIs), and generate reports to monitor progress and identify areas for improvement. Handle escalated issues, resolving them in a timely and effective manner, and communicating with stakeholders. Collaborate effectively with internal and external stakeholders to ensure successful service delivery. Strong understanding of processes, preparing workflows, ability to identify gaps, build SOPs around updated processes. Lead and support a operations team, providing guidance, coaching, managing escalations and ensuring delivery as per customer requirements. Strong communication ability with clients, internal teams, and stakeholders. Experience working with ticketing tool Service Now, in building SOPs, preparing improvement plans etc. Strong background and real-time experience in IT Infrastructure Management services. Good understanding of the technical aspects of IT infrastructure, including software and hardware components. Strong exposure and skill to diagnose problem situations, identify gaps and resolve technical issues from site up view. Proficiency in ticketing tools like Zendesk, ServiceNow, or Jira is beneficial. ServiceNow is preferred. Knowledge of cloud compu ting and infrastructure, Experience with service desk and incident management tools.
Requirements
- Strong Service Delivery industry experience in managing medium to large size teams for Infrastructure Management Services support in a pure service delivery lead role.
- Maintain and develop strong operational relationship with the client, acting as the primary point of contact for service-related matters.
- Strong exposure and experience in planning, execution, and successful delivery of services in Infra Operations to clients, ensuring alignment with client needs and expectations.
- Demonstrate good understanding of relevant IT systems, infrastructure, and technologies.
- Responsible for ensuring the successful delivery of services to clients, meeting agreed-upon SLAs, and exceeding client expectations.
- Identify opportunities for process improvement and implement changes to enhance service delivery efficiency and quality.
- Track service performance, identify key performance indicators (KPIs), and generate reports to monitor progress and identify areas for improvement.
- Handle escalated issues, resolving them in a timely and effective manner, and communicating with stakeholders.
- Collaborate effectively with internal and external stakeholders to ensure successful service delivery.
- Strong understanding of processes, preparing workflows, ability to identify gaps, build SOPs around updated processes.
- Lead and support a operations team, providing guidance, coaching, managing escalations and ensuring delivery as per customer requirements.
- Strong communication ability with clients, internal teams, and stakeholders.
- Experience working with ticketing tool Service Now, in building SOPs, preparing improvement plans etc.
- Strong background and real-time experience in IT Infrastructure Management services.
- Good understanding of the technical aspects of IT infrastructure, including software and hardware components.
- Strong exposure and skill to diagnose problem situations, identify gaps and resolve technical issues from site up view.
- Knowledge of cloud compu ting and infrastructure
- Experience with service desk and incident management tools.
Nice To Haves
- Proficiency in ticketing tools like Zendesk, ServiceNow, or Jira is beneficial. ServiceNow is preferred.
Responsibilities
- Managing medium to large size teams for Infrastructure Management Services support
- Maintaining and developing strong operational relationship with the client
- Planning, execution, and successful delivery of services in Infra Operations to clients
- Ensuring the successful delivery of services to clients, meeting agreed-upon SLAs, and exceeding client expectations
- Identifying opportunities for process improvement and implement changes to enhance service delivery efficiency and quality
- Tracking service performance, identify key performance indicators (KPIs), and generate reports to monitor progress and identify areas for improvement
- Handling escalated issues, resolving them in a timely and effective manner, and communicating with stakeholders
- Collaborating effectively with internal and external stakeholders to ensure successful service delivery
- Preparing workflows, ability to identify gaps, build SOPs around updated processes
- Leading and supporting a operations team, providing guidance, coaching, managing escalations and ensuring delivery as per customer requirements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
