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 (good 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 (valuable 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