Position Title, Responsibility Level TL/AM- IT Server Platform

Function

IT Reports to Service Delivery Leader Permanent/ Temporary Permanent Span of Control

2-3 Vendor resources Location

Pune Basic Function

- Responsible for managing the IT Server operations for Pune Site
- Responsible for Operations, Incident and Problem Management for Server Domain
- This position will be the primary lead for all Pune business support activities on server platform , interacting with business, vendors and IT teams in India & US.
- Monitors overall server platform performance, including accountability for problem identification and escalation

Essential Functions

- Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems within business committed SLA’s
- L3 Escalation point for end user computing issues (Software/Hardware) from engineering perspective
- Understanding of Active Directory configuration, setup and other routine tasks
- Coordinating with core team for troubleshooting/installation related to antivirus server, DC, DNS and DHCP
- Good understanding of messaging architecture fundamentals (MS Exchange)
- Hands on experience for administrating
- Storage devices (Dell EMC NAS, SAN etc),
- Backup solution (Rubrik)
- Virtual Workplace (VM ware)
- Server hardware & RAID configuration
- Database clustering ( SQL)
- Insure that problems and changes are properly documented, support groups notified,



and issues resolved to prevent production impact to MetLife
- Ensure timely closure of Annual Budgeting, Monthly Accrual’s to budget and define service level agreements with business partners
- Coordinate for Blackberry/smart devices configuration with US/India team
- Create and maintain documentation related to ISO 27001/ISO 20000
- Work on Citrix and Azure VDI related issues

Primary Internal Interactions
- Act as a SPOC for all internal & external audit and audit related requirements
- Work with IT procurement team to provide inputs related to server platform related procurement

Primary External Interactions
- Monthly / quarterly performance reviews with vendors, who are providing technical / hardware support to MetLife

Skills Technical Skills

- ITIL, MCSE/MCSA
- Preferably VMware certified
- Proficiency in MS-Visio, Project, PowerPoint and excel
- Citrix VDI

Process Specific Skills Soft Skills (Mandatory)

- Excellent verbal and written communication skills ( English and Spanish)
- Understands how BPO operations are run and maintained
- Good negotiation and convincing skills

Soft Skills (Desired) Education Requirements

- B.E/B.Tech or equivalent course in IT

Work Experience Requirements

- 6-7 years of experience with 3-4 in BPO/ITES environment
- Open for working in shifts aligned with US/India

Annexures MetLife Core Values: The Employee Should Adhere To MetLife Core Values

- Be the Best
- Succeed Together
- Put Customers First
- Make Things Easier

📌 Team Leader- Operations (Pune)
🏢 MetLife
📍 Pune