- Developing SOWs/SLA/OLA and if required, Requests for Proposals (RFP)for external or outsourced service providers.Participates in supplier selection process (if required)
- Actively monitors SLA/OLA for related services and participates in review and updates as necessary; hosts service review meetings with Sr. level stakeholders and proposes and owns related action items.
- Analyzes industry trends and recommends rationalization of service delivery for IT processes/services, influences decision making.
- Finding innovative ways of improving support processes/operations and customer satisfaction scores.

Financial Management

- Meets financial objectives by forecasting requirements; preparing delivery budget; monitoring expenditures viz. resources, licenses etc.
- Analyzing variances; initiating corrective actions and work to optimize service delivery costs

Stakeholder Engagement

- Seasoned professional with experience in hosting periodic review meetings with different stakeholder groups; Do timely follow-ups and completion of action items
- Competent presenter; promotes process, program or project with stakeholders, other functionsand groups.
- Manages periodic engagement with global and local business users, IT partners , team and other stakeholders.
- Ensures transparency of communication in case of issues/escalations, upcoming changes, new projects/programs.
- Able to translate technical terms,jargon in simple words and engage with biz/other Sr. stakeholders and leaders in “business language/words”
- Ability to make presentation to Sr Management and manage difficult conversations with key stakeholders

Domain Expertise

- Hands-on technical knowledge in Network and Firewall technology platforms is a MUST. Handling of global server/Datacenter operations will be highly desired & preferred




- Deep dive expertise in Network and Routing protocols, implementation of Firewall tools and platforms. Valuable understanding and knowledge of Server/DC operations like Operating Systems, VMware Virtual platforms, MS Azure will be a huge advantage.
- Able to propose and implement short and long-term plans to ensure Network/FW capacity meets existing and future requirements. Similar for server/DC areas as well.
- identifying trends; determining system improvements and leading related changes
- Proven expertise in designing and deploying IT service delivery/ITIL processes- Incident, Problem, Change & release, compliance management processes
- Perform periodic network performance assessment & share statistics / reports; Preparing weekly & monthly reports
- Calculating the efforts for the new demands & handling the IT Demand Management effectively; ensuring appropriate team hours booking for projects & operations.
- Conduct research and make recommendations on network products, services, protocols, and standards in support of network procurement and development efforts. Similar for server/DC operations. Knowledge and experience in OS mgmt., patch mgmt., HW to Virtual servers transitioning , storage-backup will be an advantage.
- Deep dive with team/tech-leads for Monthly & Quarterly assessment of the access rights to central management server & review of the firewall rulesets
- Manage and ensure effectiveness of security solutions, including firewalls, Pulse Secure,



Internet Proxy and intrusion detection systems.

Risk & Compliance Management:
- Proactively identifying and propose risk mitigation plan and solutions
- Well versed in RCA and problem resolution; SPOC for all Audits& Compliance; Seasoned professional to handle audit questionnaire, interviews.
- Demonstrates leadership to define requirements for service delivery risk. Create strategies for risk mitigation and contingency planning.

Team Management

- Manages technical teams with hands-on, deep dive engagement;gives direction & coaching when required. Develops and fosters close engagement between Network FW and Server DC team.
- Define KPIs/MBOs and reviews them on a quarterly basis.
- Experienced in handling and managing a technical team with varied skill sets, domain expertise and diverse global or local cultures.
- Sets direction for high-impact and/or long-range strategic projects and operations
- Experienced in handling and managing tough conversations with team , developing their growth plans in alignment with company goals and objectives.
- Experienced in working with a global MNC and colleagues with different cultures across the globe.

Technical know how: (Mention the technology on which person must be experienced)

Mandatory

- Excellent knowledge of current protocols and standards, Including DMVPN, ADVPN, Switching /routing, SSL/IPSEC.
- Hands on experience in deploying technical tools, configuration across Network and Firewall technologies, platforms
- Knowledge of SDWAN, SDLAN and necessary network topology/configurations for cloud operations (Azure, AWS)
- Sound knowledge &Hands-on; on Firewalls, including Palo Alto, Checkpoint & Juniper
- Knowledge & understanding of the traffic flows, packet filtering.

📌 Sr.Manager - IT Infra & Ops (Gurugram)
🏢 Bonzer Business Solutions(BBS)
📍 Gurugram