Multi-Site Management: Lead, mentor, and manage a distributed team of 50+ EUS and DC support engineers across multiple regional offices.
Resource Allocation: Optimize staffing models, shift rosters, and skill matrices to ensure 24/7/365 coverage where required.
Vendor & Partner Management: Oversee third-party contractors and hardware vendors to ensure compliance with operational standards and deliverables.
2. Service Delivery & SLA Management
Performance Metrics: Own, monitor, and report on operational KPIs, Service Level Agreements (SLAs), and Experience Level Agreements (XLAs).
Incident & Problem Management: Serve as the escalation point for major incidents. Lead Root Cause Analysis (RCA) meetings to ensure permanent fixes rather than temporary workarounds.
Governance: Conduct weekly, monthly, and quarterly operational reviews with stakeholders and executive leadership.
CSAT and ESAT
3. Proactive Infrastructure & Data Center Support
DC Operations:
Oversee smart-hands support for local/remote Data Centers, including racking/stacking, cabling, power monitoring, inventory management, and disaster recovery readiness.
Asset Lifecycle Management: Manage the end-to-end lifecycle of IT assets (hardware procurement, provisioning, maintenance, and secure disposal).
4. Continual Service Improvement (CSI) & Automation
Shift-Left Strategy: Drive initiatives to move resolutions closer to the user (self-service portals, automation, and automated healing scripts).
Process Optimization: Standardize ITIL processes across all locations to eliminate operational silos and redundancies.
Trend Analysis: Leverage ticket data and analytics to proactively identify underlying infrastructure weaknesses before they impact users.
Required Qualifications & Skills
Experience
Overall Experience: 1012+ years in IT Infrastructure and Operations.
Management Experience: Minimum 4–5 years specifically man