Hiring for IT Server Manager - Bangalore Bengaluru for Exp. 7 - 9 Years at Epicor Software India Pvt (Bangalore Job)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:IT OPERATIONS SERVER MANAGER (TIER-2 SUPPORT) The team consists of Tier 2 analysts that specialize in server, storage, and virtualization technologies. The objectives of the team are to manage incidents and tasks that revolve around these technologies. Tasks will be generated through requests via the ticketing system, as well as provided as part of a published schedule. Incidents will be assigned by the Tier 1 or NOC teams as part of the service delivery and incident response processes. The team will use standard methodologies to troubleshoot issues, perform complex tasks, and escalate tickets that need higher levels of expertise. The team will be required to manage their work using the Epicor ticketing system. This team will work closely with other teams in IT Operations in order to complete the work as effectively as possible. We are looking for a well-rounded, hands-on, creative and dynamic professional with a proven track record within management to lead the continued transformation of the Tier-2 operations team. This position includes full oversight for day-to-day operational activities, team management, resource coordination, staffing needs and hands on delivery of change and transformation within the team. The position requires a passion focused on high levels of customer satisfaction, an always available, performant service and the ability to think outside of the box to identify creative and enterprise class solutions to team and process deficiencies. The ideal candidate must be able to work under pressure, independently, with limited guidance while advancing the teams mission across company boundaries. Project management skills, balancing competing deliverables, time management skills, creativity and strong attention to detail are exceptionally important for this role. ESSENTIAL JOB FUNCTIONS Day to day management of the team and teams resources Setting goals for the group and provides guidance on meeting and exceeding goals Situational awareness related to all tasks, incidents and problems currently being worked on within the team Assist team members by providing best practices for dealing with complex situations Provide a framework to allow for self-development of ideas, knowledge and abilities within teams and individual members Monitor team workload and throughput, ensuring effective and consistent operational response, and improving process where appropriate. Confidence to clearly and concisely communicate out proactively to audiences within the global organization. Face to face, big room presentations to executives, emails and high attendee conference calls including high profile, high-visibility customers. Through analysis and collaboration, identify opportunities for process improvements within the teams and across the organization Assist with the preparation and development of weekly and monthly reporting for Senior Management and Directors Collaborate with local, regional, and global operation teams to share knowledge of people, process, and technology Providing suggestions for continuous process improvement while increasing service quality Ability to read, write, and speak English is mandatory. GENERAL REQUIREMENTS Bachelors degree in Computer Science and/or other related degree or certification Minimum of five years progressive experience within network, service or IT operations environment at least three years of experience in a corporate level management position Experience supporting large teams within an operations and task driven environment Experience managing a team that monitor and support global infrastructure Experience leading innovative, creative and transformational projects Exceptional oral and written communication skills able to communicate with impact at the right level High degree of integrity, ethics, responsibility, dedication, ownership and drive Strong cross-team and cross-group collaboration skills Knowledge related to events, incidents, major incident and problem management processes. Must be willing to work irregular hours in support of mission on-call requirements/willingness to travel OTHER PREFERENCES ITIL v3 certification(s) Prior experience managing a NOC and/or Service Desk Any knowledge working with a wide range of enterprise technologies a major plus: UNIX, LINUX, Windows, Oracle database architecture, network infrastructure, Amazon Web Services, Security infrastructure and ITSM. Bachelors degree in IT preferred.