Operations Manager

Candidate should have experience of managing IT infrastructure operations for Data Center and AWS cloud environments. Should have experience working with technical track teams Linux, Windows, Vmware, Database, Network, Security, AWS cloud, Storage and backup etc. Should have experience working in Multi-vendor environment. Support Customer maintenance windows by scheduling activities requisite resources and monitor report against the schedule during the maintenance window. Provide adequate means for efficient handling of Critical Incidents Tracking and ensuring all SLAs meet or exceed requirement as defined and agreed upon. Overseeing problem resolution efforts, SIPs and post-incident reviews Participating, overseeing and manage severe incidents (All Severity 1 and any Severity 2 running beyond 2 hours) to ensure the proactive customer communication about progressupdates and that right resources are available to resolve the crisis at the earliest possible. Analyzing operational metrics and working with technical delivery teams to identify and respond proactively to trends, performance and capacity needs, including providing monthly operational metrics reports, reviewing metrics with Customer Ensuring that the technical delivery of all services meets quality, scope and service level requirements Ensuring compliance to all defined processes, policies and procedures (ITSM, InfoSec etc.) Escalation handling and management. Ensures customer complaints are resolved satisfactorily. Identifying, and managing resolution of problematic operational issues in a timely manner before they reach crisis stage. Prioritizing and managing tasks assigned during crisis situations that may affect service to customers. Analyzing and reviewing actual service performance against SLAs Ensuring that all operational reports are submitted to the different stakeholders and forums, on service performance, critical incidents, achievements, miss-outs, SLA adherence, and opportunities for improvement, as scheduled. Manage staffing including ensuring operational coverage windows are met during resource vacations, illness and schedule changes. Ensuring that regular reports and metrics on Support and Maintenance tickets, trends and corrections to improve the performance are provided. Ensure that any changes to the infrastructure that is requested by the service provider adheres to change the control process and operational procedures. Meet with Customer Operations Team on a Customer defined interval to discuss and review day-to-day operational tasks as well as incidents when they arise. Participate and attend quarterly Vendor Meetings. Provide Monthly Maintenance Window task list summary and Maintenance Window status report. Contribute, participate, attend, and summarize weekly Operations call. Develop and keep current all user documentation related to connectivity to the platform. Review and ensure the BoM and all infrastructure diagrams are kept current. Host Monthly operations MeetingCall for Customer to review all infrastructure KPIs, projects and other tasks related to infrastructure activities. Advise Customer immediately of any security vulnerabilities discovered by the service providers along with remediation plan. Analyze Incident and Problem process reports, prepared by the Reporting Analyst, on a monthly basis to ensure that contractual KPIs are being met Ensure solutions to Problems are adequately worked within the Shared Platform Services team and take steps to prevent recurrence. Continually optimize the Prioritization of Problem Investigations in line with the Availability Management assessments Meet with Customer Operations Team on monthly to discuss outstanding incident log. Provide Project Management role for any project identified as an infrastructure led project. This includes but is not limited to developing and maintaining a detailed project plan, hosting project calls, providing status to Customer on a regular basis, identifying and managing risks, coordinating activities with Customer and other Customer Vendors to ensure a successful project launch. Perform other duties as assigned by the CUSTOMER liaison. Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business – IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business – IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com