Team Management

* Oversee daily IT infrastructure operations, including incident ticket
management, resource allocation, shift scheduling, and escalation management.
* Directly supervise and mentor Server, Storage, and Onsite Engineers, ensuring
technical excellence and customer-focused service delivery.
* Foster a high-performance culture by setting transparent expectations, conducting
regular performance reviews, and providing coaching and development
opportunities.
* Ensure seamless handover and coverage across shifts, especially in global or
24x7 environments.

Operational Oversight

* Act as the primary technical escalation point for critical incidents and
complex, cross-domain issues.
* Conduct in-depth troubleshooting, perform root cause analysis (RCA), and
implement long-term solutions to prevent recurrence.
* Lead infrastructure upgrades, migrations, and major changes across computers,
storage, network, and cloud platforms (e.g., Azure, on-prem).
* Deploying and troubleshooting OpenShift and OpenStack platforms are
mandatory.




* Collaborate with security and compliance teams to enforce governance, risk
mitigation, and regulatory requirements.
* Manage vendor relationships for escalations, patch management, and advanced
technical support.
* Provide technical guidance and mentorship to L1–L2 support teams.
* Monitor and report on key performance indicators (KPIs), SLAs, and service
quality metrics.
* Prepare and present weekly, monthly, and quarterly business reviews (QBRs) to
IT leadership and business stakeholders.
* Use data analytics to identify trends, drive service improvements, and inform
strategic IT decisions.

Stakeholder Engagement

* Communicate proactively and effectively during incidents, escalations, and
service disruptions, ensuring transparency and timely updates.
* Collaborate with other IT teams (infrastructure, applications, security) to
ensure seamless end-user support and service delivery.
* Build strong relationships with business stakeholder

📌 Team Member (Hyderabad)
🏢 Tata Teleservices
📍 Hyderabad