Service Delivery Ownership
• Own end-to-end delivery of L1.5 and L2 infrastructure operations.
• Lead the Infra Command Center (L1.5) and the Hosting, Connectivity, DBA and Data Tribe pods.
• Act as single point of contact for the client infrastructure leadership.
• Run daily stand-ups and weekly service reviews with tower leads.
• Drive service improvement plans to closure. SLA, Reporting and Governance
• Track response and resolution SLAs across all infra towers.
• Publish weekly and monthly SLA, KPI and backlog reports.
• Present service performance at monthly and quarterly governance reviews.
• Review monthly capacity, utilisation and performance reports for servers and databases.
• Maintain the RAID log for infrastructure services.
• Enforce ServiceNow ticket hygiene, CMDB accuracy and closure quality. Incident, Escalation and MIM
• Attend MIM bridge calls for P1/P2 infrastructure and data platform incidents.
• Own client and internal escalations through to closure.
• Drive RCA, problem management and defect elimination plans.
• Coordinate with SecOps towers, OEM and hardware vendors, telecom carriers and client L3 teams.
• Drive repeat-incident reduction and alert tuning with the Command Center. Change, Patching and Availability
• Govern change requests and maintenance windows across all infra towers.
• Track monthly OS, VMware, database and zero-day patch compliance.
• Oversee backup success, restore tests and DR / BCP drills.
• Oversee server, database and network builds and decommissions.
• Track platform software licences and expiry dates.



Commercials and Contract
• Own monthly invoicing inputs and reconciliation for infrastructure services.
• Track deliverables against SOW scope and contractual obligations.
• Raise and manage change requests for scope changes.
• Lead contractual reviews, including service credits and penalties. Resourcing and People
• Plan capacity, shift rosters and 24x7 on-call coverage.
• Hire, onboard and retain engineers; manage backfills and leave cover.
• Maintain the skill matrix and cross-skilling plan across pods.
• Run performance reviews, coaching and career plans for the team. Compliance and Continual Improvement
• Ensure adherence to client infrastructure standards and security policies.
• Track OS hardening, system agent and audit-log compliance.
• Support internal and external audits with evidence.
• Drive automation of routine tasks, patching and deployments.
• Keep SOPs, runbooks and knowledge-base articles current.
• Lead onboarding and transition of new infrastructure services. Tools/Technology
- Knowhow
• AWS (EC2, S3, ELB, CloudWatch, CloudTrail, IAM)
• Microsoft Azure
• Windows Server and Linux / Unix
• Cisco routers, switches and WLAN controllers
• Firewalls & load balancers




• Cisco Call Manager / PBX
• Databases (Oracle, MS SQL, Cloud databases)
• Datadog
• PagerDuty
• ServiceNow (ITSM, CMDB, reporting and dashboards)
• Tableau, Power BI / Excel for service reporting (good to have)
• Jira and Confluence (good to have) Processes and Frameworks
• ITIL service management: incident, problem, change, request
• Disaster recovery and business continuity
• Automation and scripting: PowerShell, Bash, Python (valuable to have)
• Infrastructure as code: Terraform (good to have) Experience
• 12+ years in IT infrastructure operations
• 5+ years as delivery lead in a managed services setup
• Led 24x7 multi-tower infrastructure operations for a global enterprise
• Managed onshore and offshore teams of 20+ engineers
• Exposure to AWS, Azure, Windows, Linux, , Oracle, SQL Server and Datadog
• Oversight of data platform operations: Airflow, Talend, Snowflake, Tableau and Power BI
• SLA management, invoicing and contract reviews in an MSP model
• MIM participation and senior stakeholder escalation handling
• Service transition from an incumbent provider (good to have)
• Clear written and spoken English; confident with senior leadership Certifications – Good to have
• ITIL 4 Foundation
• AWS Solutions Architect – Associate or Microsoft AZ-104 (good to have)
• CCNA / CCNP or Oracle OCP (good to have)

Skills:
tableau,azure,aws,itsmf,python,sql,it infrastructure operations,load balancers,linux,multi-tower management

📌 Infra Delivery Lead (Bhopal)
🏢 Deservely Technologies
📍 Bhopal