Job description:

Oversee the delivery of new infrastructure projects and deployments, ensuring compliance with SLAs and performance metrics.
Assist in managing the daily operations of on-premises and cloud-based infrastructure components for in-scope services.
Collaborate with other technology tower leads as needed to drive service improvements and operational excellence.
Collaborating with outsourced service providers, ensuring adherence to contractual obligations and service quality.
Monitor and evaluate provider performance, implementing corrective measures as needed to maintain high standards.
Lead initiatives to enhance operational processes and service delivery.
Provide expert advice and support to users, focusing on efficient problem resolution and user satisfaction.
Contribute to the development and implementation of service roadmaps, identifying opportunities for innovation and improvement.
Work closely with architects to align solutions and other services with business objectives.
Work closely with Infrastructure leadership to ensure technical support teams comply with IT Service Management policies and processes, leading initiatives to enhance service delivery and efficiency.
Collaborate with Enterprise Architecture to leverage in-depth understanding of support requirements, conducting regular reviews of operational readiness criteria to ensure the stability, supportability, and scalability of new or modified solutions.
Facilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups as required
Assist in day-to-day IT service delivery escalations relative to operational performance of hosting and compute support teams
Act as the Subject Matter Expert in core infrastructure technologies

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.