IT Infrastructure

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Company

Antal

Compensation

No Constraint for the Right Candidate

Location

Chennai

Posted on

7/15/2012

No. of Positions

1

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Background

Responsibilities

Client : A Client of Orion Edutech Pvt Ltd, IBM Daksh

Role : IT Infrastructure

Location : Chennai

Salary : 8.5 L PA to 12.2 L PA

Qualification : BE / Btech in Engg,

Experience : Experience in IT Operations, Infrastructure management, Service Support & Networks.

ROLE AND CONTEXT

Purpose:

The purpose of the job is to oversee the IT Infrastructure at concerned Locations that has been assigned for IBM GPS supporting key Management decisions.

Context:

Uses knowledge of business requirements.
Has full responsibility for IT infrastructure in the organization. Sets directions for design of processes and solutions to ensure effective
delivery of identified area; Work will be medium to high in complexity. Will be required to act independently and set direction for policies and processes; regularly interacts with Service Delivery leaders. Defines tasks for executives within group

Main Priorities:
Create and maintain a robust infrastructure that provides upwards of 99% availability

Assist the IT Projects team in implementing projects by providing inputs and required resources

Responsible for various decision support system parameters are they fiscal performance of the sub-function or headcount model for the project, so as to be able to correctly assess the performance of the function.

Create, review and measure PBCs and IDPs and conduct regular round tables as part of performance management Facilitate career path and development by providing counselling, diversified opportunities and training

Share best practices across GPS India and Global by frequently interacting with various IT teams.

Assess development needs of employees and assist in training and development of staff, set targets and monitor performance against goals and objectives with a focus on continuous improvement and KPIs.
Manage teams at all project phases, ensure successful client relationship management and have a key multi-project oversight, so as to be able to ensure delivery in a wide variety of business situations.

Dimensions:
Number of Employees: 1000 approximately.
Number of entities: IBM GPS

Decision Making Authority

Promotions
Internal Job Posting
Rewards & Recognition

Financials:

Departments Budget

NEED TO DO

Key Outputs:

Effective communication process is in place with all the stakeholders including Vendors, server, voice and desktop support teams

Strive for the continuous improvement of IT processes both from functionality and compliance perspectives

Experiment with new technologies and methodologies to optimize and add value to IT Support Operations

Effective functional direction as a task leader level to ensure accuracy, efficiency and customer satisfaction

Effective management of Job Allocations, Rotations & Cross-functional Backups
Relationships:

Internal

Business Operations(F&A, CRM, R&A)
HR (Payroll/MIS, Compensation & Benefits and Employee Relations)
Training
Facilities & Administration
Procurement
Hiring
Finance

External

Vendors
IBM Coporate Teams

Key Performance Indicators:

Adhere to SLA metrics for operational support by meeting targets upwards of 95%

Manage IT issues that get escalated and endeavor to keep them below 1% of total tickets generated

Generate and publish periodic technical and business reports that are both timely and accurate

Obtain a score not less than 7 of 10 in a Voice of Customer Survey on Customer Satisfaction

Facilitate successful and timely rollout of the IBM Daksh processes within the Bangalore BU

NEED TO KNOW

Qualifications:

Bachelors degree in Engineering and 8 10 years of business experience. Experience in IT operations, Infrastructure management, service support and Networks.

Skills/Knowledge:

Understanding of business requirements

Initiative Job requires a willingness to take on responsibilities and challenges

Willing to innovate and improve constantly knowing that controls are of the highest priority is able to build strong internal controls.

Certifications: MSCE, CCNA and management certifications like PMP, ITIL etc.

Experience:

Should have worked in the BPO industry.

Demonstrated ability to lead people and get results through others. Ability to organize and manage multiple priorities is also very important to the role.

Demonstrate an Innovative approach in technical and managerial problem solving situations, self-confidence and team work and leadership skills