Associate Manager, IT Operations

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