Tower Lead (Support & Operations)

Experience: 7 to 10 years

Location: Sholinganallur, India

Skills: ITIL, Project management, Mainframe Infrastructure, SOWs, SLAs, Performance management Metrics, Technical guidance, Organizational proficiencies

Job Summary
SSML3 – 7 to 10 years. "Effectively assist with the relationships across Service Delivery operations teams for the duration of the engagement Central point of contact for customer’s business/development groups or vendors requiring assistance in resolving problems in the environment. Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management. Monitors problem, change and incident queues, enforcing compliance with capability, root cause analysis and change quality targets. Directs Service Delivery resources in the resolution/prevention of problems where necessary. Exposure / Experience in Project management Activities, Presenting and designing technical solutions Provide consulting and/or SME scoping assistance to Solutions as needed. Exposure to SOWs & pricing metrics specific to Mainframe Infrastructure service delivery Provides mainframe-consulting services to clients including identifying needs, designing, influencing, and implementing proposals. Thorough understanding of SOWs, SLAs, and Performance management Metrics Analyzing, documenting, and reporting client requirements Providing technical guidance for the one or more customers Must possess organizational proficiencies to multi-task and work in a fast-paced environment under limited supervision. Must be highly motivated, self-starting, and committed to achieving results and have a solid sense of ownership and follow-through to resolution. Excellent writing, communication, and presentation skills

GENERAL SKILLS AND COMPETENCIES REQUIRED:
Proactive self-starter who can manage time and efforts independently equally effective in one-to-one and group settings Ability to deliver formal presentations at different levels within an organization. Strong ability to listen to business needs, identify desired outcomes and craft comprehensive solutions while building credibility in relationships Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Able to respond well to questions in an unstructured format; Able to present to small or large audiences. Written Communication - Writes clearly and informatively; Presents technical and non-technical data effectively; Able to read and interpret written information. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information effectively; Develops alternative solutions. Follows policies and procedures; Completes administrative tasks correctly and on time. To resolve escalations (or) incidents (or) non-conformances in adherence to quality, process, and SLA norms To perform value addition activities such as training and mentoring juniors and providing new initiatives for process and service improvements To update oneself with the latest knowledge and skills pertaining to respective domain To complete deliverables of assigned tasks or responsibilities in the agreed timelines To facilitate projects in process piloting or process tailoring through systematic definition or upgradation or maintenance of processes and regular quality audit checks To identify gaps in existing processes and ensure strict compliance to agreed process norms in high quality support and service.





Key Responsibilities
SSML3 – 7 to 10 years. "Effectively assist with the relationships across Service Delivery operations teams for the duration of the engagement Central point of contact for customer’s business/development groups or vendors requiring assistance in resolving problems in the environment. Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management. Monitors problem, change and incident queues, enforcing compliance with capability, root cause analysis and change quality targets. Directs Service Delivery resources in the resolution/prevention of problems where necessary. Exposure / Experience in Project management Activities, Presenting and designing technical solutions Provide consulting and/or SME scoping assistance to Solutions as needed. Exposure to SOWs & pricing metrics specific to Mainframe Infrastructure service delivery Provides mainframe-consulting services to clients including identifying needs, designing, influencing, and implementing proposals. Thorough understanding of SOWs, SLAs, and Performance management Metrics Analyzing, documenting, and reporting client requirements Providing technical guidance for the one or more customers Must possess organizational proficiencies to multi-task and work in a fast-paced environment under limited supervision. Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution. Excellent writing, communication, and presentation skills

GENERAL SKILLS AND COMPETENCIES REQUIRED:
Proactive self-starter who can manage time and efforts independently equally effective in one-to-one and group settings Ability to deliver formal presentations at different levels within an organization. Strong ability to listen to business needs, identify desired outcomes and craft comprehensive solutions while building credibility in relationships Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Able to respond well to questions in an unstructured format; Able to present to small or large audiences. Written Communication - Writes clearly and informatively; Presents technical and non-technical data effectively; Able to read and interpret written information. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information effectively; Develops alternative solutions. Follows policies and procedures; Completes administrative tasks correctly and on time. To resolve escalations (or) incidents (or) non-conformances in adherence to quality, process, and SLA norms To perform value addition activities such as training and mentoring juniors and providing new initiatives for process and service improvements To update oneself with the latest knowledge and skills pertaining to respective domain To complete deliverables of assigned tasks or responsibilities in the agreed timelines To facilitate projects in process piloting or process tailoring through systematic definition or upgradation or maintenance of processes and regular quality audit checks To identify gaps in existing processes and ensure strict compliance to agreed process norms in high quality support and service.

Skill Requirements
SSML3 – 7 to 10 years. "Effectively assist with the relationships across Service Delivery operations teams for the duration of the engagement Central point of contact for customer’s business/development groups or vendors requiring assistance in resolving problems in the environment. Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management. Monitors problem, change and incident queues, enforcing compliance with capability, root cause analysis and change quality targets. Directs Service Delivery resources in the resolution/prevention of problems where necessary. Exposure / Experience in Project management Activities, Presenting and designing technical solutions Provide consulting and/or SME scoping assistance to Solutions as needed. Exposure to SOWs & pricing metrics specific to Mainframe Infrastructure service delivery Provides mainframe-consulting services to clients including identifying needs, designing, influencing, and implementing proposals. Thorough understanding of SOWs, SLAs, and Performance management Metrics Analyzing, documenting, and reporting client requirements Providing technical guidance for the one or more customers Must possess organizational proficiencies to multi-task and work in a fast-paced environment under limited supervision. Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution. Excellent writing, communication, and presentation skills

GENERAL SKILLS AND COMPETENCIES REQUIRED:
Proactive self-starter who can manage time and efforts independently equally effective in one-to-one and group settings Ability to deliver formal presentations at different levels within an organization. Strong ability to listen to business needs, identify desired outcomes and craft comprehensive solutions while building credibility in relationships Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Able to respond well to questions in an unstructured format; Able to present to small or large audiences. Written Communication - Writes clearly and informatively; Presents technical and non-technical data effectively; Able to read and interpret written information. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information effectively; Develops alternative solutions. Follows policies and procedures; Completes administrative tasks correctly and on time. To resolve escalations (or) incidents (or) non-conformances in adherence to quality, process, and SLA norms To perform value addition activities such as training and mentoring juniors and providing new initiatives for process and service improvements To update oneself with the latest knowledge and skills pertaining to respective domain To complete deliverables of assigned tasks or responsibilities in the agreed timelines To facilitate projects in process piloting or process tailoring through systematic definition or upgradation or maintenance of processes and regular quality audit checks To identify gaps in existing processes and ensure strict compliance to agreed process norms in high quality support and service.

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