Ops Manager

Job description:

• Build and manage the offshore teams and direct all related People/ Process and Technology competencies.
• Formalize internal process to ramp-up expertise of resources
• Work with SDM on day to day operations.
• Manage client relationship at multiple levels of customer organization
• Manage service levels and go beyond contracted SLA and deliver value add
• Vendor management
• People Management and engagement (Attrition control).
• Lead in the technology selection and organizational build-up efforts
• Collaborate with Account management teams to qualify Business expansion opportunities.
• Identify and manage infrastructure technical standards that are relevant to our customer
• Produce and maintain the long term technical architecture strategy and roadmaps, in collaboration with customers and vendors.
• Secure infrastructure architecture compliance in HCL.
• Drive research activities, and keep updated on market trends.
• Infrastructure architecture quality assurance and making sure that EA certification is performed in deliveries
• Support the customer and co-workers with infrastructure architecture guidelines, frameworks, and also specific analysis and recommendations when needed.
• Work with IT Security and Compliance team to define the security architecture concept that can support customers. Support overall IT strategy with the relevant infrastructure architecture.
• Define and monitor the application of architectural and technological guidelines, in order to make sure applications and services are “designed for operations”
• Co (1.) P&L responsibility.
• Expansion of services to fill all gamut’s of infrastructure-increase breadth.
• Focus on project opportunities and transformation initiatives
• ITIL process definitions and implementation
• Automation in service delivery
• Resource management
• Utilization
• Billing
• Management reporting
• Conduct regular in depth service and process audits.
• Employee retention, motivation and training
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines
• Value add to customer-YOY by working closely with the Transformation and Consulting group for: Architecture gap assessment studies
• Implementation of new technologies
• consolidation/virtualization opportunities
• Reduce business impact of outages
• Cost savings through better solutions
• Enhance operational efficiencies
• Overall SLA management – Operation interaction with technologies Lead / Service Owner
• Overall Customer and Employee Satisfaction