IT operation Manager

Job Description

Exp : 10 to 13 years

Location: Gurgaon

Client Name : Samsung

Notice Period: 20 to 30 days

Job Description

IT Operation Manager (Applications):-

10+ years of experience in Service Delivery Management in IT Applications.

ITIL Certification preferred.

Experience of Incident/Problem Management, Risk Management & Issue Management.

Experience in creating, developing, and implementing Operating policies and procedures

Experience in People Management, Vendor Management, Stakeholder Management and Conflict Resolution skills

Experience in Project Management will be preferred.

Ability to Manage an end-to-end Service against Service Level Agreements and KPIs

Escalation Management, Customer Relationship Management.

Experience in Python, Java Script, HTML will be preferable.

Experience in Chatbot will be preferred.

Key responsibilities:

Performance and complete management of all resource deployed and engaged in the support Services

Oversee training, development and performance management of all Human Resource engaged in the support Service

Responsible for managing the applications at all aspect to assure maintaining the agreed SLA and business KPIs

Ensure successful rollout of patches and software releases (for HW, SW, DB, Appliances, etc.) to keep the system and all in scope of Application status on latest approved release

Ensure preventive maintenance activities on applications to improve the availability of services

Support the day to day business requests to cover certain business needs in irregular or ad-hoc manners or required manual intervention from operation side, reconciliation, audit support etc.

Provide effective leadership and guidance to the team members

Develop team members, growing them for the next level of service delivery and career growth.

Establish and maintain relationship with key stakeholders and communicate the direction and objectives to team members

Assist in continuously reviewing the team's activities, make recommendations for improvement and implement approved initiatives to enhance the team performance

Provide reporting to management and leadership on departmental and application-set performance

Manage production outages and escalations end-to-end, ensuring the correct stakeholders are involved to be able to drive resolution, communicating to impacted business units, gather data on impact to systems and business, and report on impacts via metrics to leadership teams

Utilize ticketing system to manage and understand ticket queues (Incident Management, Change Management, RCA Management, and Problem Management)

Planning, Forecasting, Risk Management, Issue Management, and Communication Management for the IT Outsource Services