Job description:
Key Responsibilities:
- Manage daily tasks and activities that ensure systems and services are proactively managed.
- Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
- Manage 3rd line support activities and act as escalation within the service operations function.
- Oversee capacity and performance processes for assets that are owned by your teams.
- Manage the creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
- Manage the creation of automation scripts and routines that remove manual intervention from service operations.
- Manage the testing and invocation of the business continuity and disaster service operations recovery plans.
- Manage the teams to ensure the completion of all mandatory training courses.
- Manage the acceptance criteria for the transition of current services into Service Operations.




- Participate in the out of hours on call support rota.

Skills, Knowledge and Expertise
- Experience working in an IT service delivery or support function OR
- MBA or Degree in Information Technology or Information Security.
- Experience working with Microsoft technologies.
- Excellent communication skills developed working in a service centric organisation.
- Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
- Ability to manage and priorities workload for multiple teams across multiple time zones.
- Experience managing technical or process-based forums and meetings such as the Change Advisory Board.
- Experience in the creation of data repositories for operational policies, processes and procedures.
- Managing technology refresh programs to avoid the use of end-of-life components within the production domain.
- Experience working within Education T

📌 Principal Infrastructure Ops Engineer (Pune)
🏢 ParentPay
📍 Pune