Senior Manager

Primary Responsibility

• Candidate with minimum of 12-15 yrs of core experience in running and managing IT Operations
• Had managed large scale (1000+ desktops) ODCs / global multi site / multi technology hybrid mission critical networks - Data / Voice / Video technologies
• Has exposed to and worked on LAN, WAN, 
• Worked on various backup s/w tools, IT tools like (Websense, SMS, and ADS etc), Network tools (MRTG, What's up, Ciscoworks etc).
• Good understanding of Network layer Protocols, especially on EIGRP/BGP.
• Had worked in 24x7 support environment and works comfortably in Global teams.
• Configuration and trouble shooting of LAN and WAN.
• Experience in Service Delivery and managing SLA's.
• ITIL / ISO2000 /BS7799 / ISO 270001 - Certifications preferred.
• Managed successfully the IT operations with a team of 10 to 15 multi skill IT staff.
• Prepares high level activity and progress reports and presents to Senior Management.
• Spearhead the overall IT Delivery and infrastructure support (Servers, Voice and Networking).
• Problem management, incident management, and monitor the health of IT systems & solutions.
• Negotiate SLA for with different internal support groups, and external vendors.
• Implement the accepted and standardized licensing and software policy, and monitoring and security measures.
  
  

Performance Parameters 

1.            High level of professionalism & should give impeccable attention to detail.

2.            Sense of urgency and ability to meet aggressive deadlines.

3.            To help in establishing current and long-range objectives, plans and policies in the area of technology, information security etc domains on behalf of the organization.

4.            Commitment to Quality and Deadlines

5.            Very high self motivation & achievement orientation.

6.            Implement Best Practices and Process.

• High level of positive attitude
• High level of Integrity 

§  Effective time management skills

Role Responsibilities

§  To manage & maintain high availability & uptime infrastructure across centers and other remote locations across EXL.

§  Maintain, design and follow for BCP/DR and other security prospective documentation/requirements.

§  Offer solution inputs to translate client’s requirements into technology solutions.

§  Manage vendors for the procurement, evaluation and negotiation of technology requirements and ensure a seamless support.

Primary Internal Interactions

·         AVP – other sub functions of technology VP – technology operations

·         Exl ISG team 

·         BCP team

·         Pre-sales & Technology Client Projects team

Primary External Interactions

·         External Clients Technology Team

·         Technology vendors

Technical Skills

Soft Skills

Desirable skills 

·         Certified as MCSE, CCNA or CCNP Preferred.

·         Strong experience in Network Services (LAN, WAN(Frame, MPLS), MAN, VPN (Site to site, Broadband Remote access

·         High Proficiency in MS office/ Project/ Access.

·         Must possess good understanding of ITIL Domains, End User Computing technical skills.

·         Communication skills

·         Documentation skills

·         Initiative, Judgment, Drive and innovation

·         Problem identification and analytical ability

·         Decision making and convincing ability

·         Independent problem-solving, self-direction, self motivated team leader.

·         Should be able to work independently, with minimum supervision.

·         A Strong sense of ownership, urgency, and drive.

·         Tack-sharp analytical abilities.

·         Strong interpersonal and communication skills.

·         Talent management and Development

·         Strong people management capabilities.

·         Presentation skills to leadership and Customer

·          

·         Having worked in a similar job in a BPO or an IT company.

·         Worked in an ISO 9001:2000 or CMM certified company.

·         Hands on experience on IT systems management, backup/recovery, system activity monitoring and reporting.

·         Internet Security & Security as per BS7799/ ISO 27001 standards.

·         Strong Project Management & People Management Skills.

·         Willing to work in shifts / Weekends to support US, UK and on-call duties A must.

·         Extensively worked in network design, implementation, installation, administration, troubleshooting, support, capacity planning, performance management, disaster recovery in a wide range of IS applications and technologies including knowledge of various operating systems, databases, network environments, application software and hardware.

·         Should have worked on Websense, Concords and some of the popular Service desk tools like Service Now, HP open view & Remedy.