Associate Manager, IT Operations

Parexel
Full time Full day
Hyderabad



Hyderabad, Telangana, India

Job ID R0000014267

Category IT






ABOUT THIS ROLE





Job Description







This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with ITSD & NOC best practices. Should be flexible and willing to work in rotational shift. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage ITSD & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.



Key Accountabilities



  • Excellent leadership qualities.

  • Demonstrated history of successfully leading teams.

  • Excellent skills in developing processes and procedures.

  • Excellent oral communication skills (fluent English speaker).

  • Excellent writing and presentation skills.

  • 6 - 8 years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC.

  • 4 - 6 years of people management experience.

  • Attend and provide input to Service Desk Tool technical meetings.

  • Act as a shift leader; creating and maintaining daily staffing schedules for all shifts.

  • Perform quality checks of agent tickets, calls and chat transcripts to provide feedbacks for improvements.

  • Provide input to employee PMDs.

  • Follow up with end-user service-related issues.

  • Develop and maintain Service Desk metrics.

  • Develop and provide training in new systems and processes for the Service Desk staff.

  • Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule.

  • Second level escalation within the Service Desk for user and technical issues.

  • Lead technology or process changes in the group.

  • Additional projects or tasks as assigned by Management.

  • Experience providing superior customer service.

  • Experience with network monitoring reporting software.

  • High energy and enthusiasm.

  • High attention to detail.

  • Must be a self-starter, highly motivated and possess a strong work ethic.

  • Flexible and able to function in a “hands-on" environment.

  • Positive and professional image.

  • Experience with external clients and managing a network operations center preferred.



Skills



  • Min of 8 years of hands-on experience in a ITSD & NOC environment.

  • Open minded and ready to learn and absorb things.

  • Experience in working with Incident / Problem / Change management team.

  • Ability to handle multiple tasks concurrently.

  • Experience with enterprise monitoring tools such as QRadar / Orion-Solarwinds.

  • Basic understanding of routing, routing protocols, layer 2 switches, firewalls, VPN and Network security concepts.

  • Windows 2008/2012 knowledge, understanding of active directory, knowledge of Unix/Linux.

  • Experience with MPLS, Frame Relay, T1/T3 links, and DSL.

  • Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.


Desired Academic & Professional Qualification



  • Graduate (10+2+3) or (10+2+4): (BE/B.Tech/B.Sc/BCA/B Com/B A) &/MBA or equivalent.

  • IT Security: CCNA (Security)/ CompTIA Security+ /RHCSS (Red Hat Certified Security Specialist)/ECSA (EC Council Certified Security Analyst)/ SSCP (Systems Security Certified Practitioner)/CISM (Certified Information Security Manager).

  • Networking: CCNA (Routing and Switching or Voice) /CompTIA Network+

  • Systems (Servers): MCSE / MCITP/MCP/ RHCSA (Red Hat Certified System Administrator)/ RHCE (Red Hat Certified System Engineer)/VCP (VMware Certified Professional)

  • Storage: CompTIA Storage+ (SNIA – Storage Networking Industry Association) or any vendor based. Applications (Databases): OCA (Oracle Certified Database Administrator)/ MCDBA/MCSA (SQL Server)/MCSD (Web Applications)/ SCJA (Sun Certified Java Associate) Process: ITIL/Six Sigma Green Belt/Prince2 Foundation.


Language Skills



  • English (Written & Verbal) Expert.


Minimum Work Experience



  • Total Work Experience: 10+ years.

  • Relevant Work Experience: 8+ years

  • ITSD Supervisory Experience: 4+ years

  • NOC Supervisory Experience: 4+ years

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