Infrastructure Manager

4 weeks ago

SunburyonThames Surrey, United Kingdom TECEZE Full time

Essential Duties and Responsibilities  

  • Lead the design of automation model by utilizing end-point tooling data, implementing best practices, optimizing business processes, creating new operating model and training end-users to bring the culture change 
  • Implement global workplace transformation solution by using a mix of analytical solution and problem management process to proactively monitor and initiate problem resolutions 
  • Implement AV (Audio/Video) Operating Model across the globe by using innovative solutions, AR/VR capability to enable smart hand and offshore/nearshore/onshore support model, leading to increase in incident resolution, improving FCR, reducing MTTR 
  • Focus on Shift Left, self help and self heal, proactive and predictive resolutions with use of tools and technology 
  • Operationalize a self-healing/self-servicing digital solution using RPA that assists employees to resolve most of the system and application issues without assistance from the IT support team 
  • Setup a council to drive adoption of automation, remotisation, and standardization 
  • Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures. 
  • Identifying improvement areas & implementing measures to maximize customer satisfaction levels. 
  • Defining new process and procedure for operations. 
  • Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc.
  • 3rd Party Vendor Management & Contract Negotiation Skills & Experience. 
  • Ensure and develop relationship with customers, stakeholders with high satisfaction level 
  • Liaison between business leaders and senior management to drive program/ projects budget at strategic level 
  • Drive overall governance of the Tools Deployment function by Technical Project management and Coordination, leading Project and Functional discussions with Client/ internal IT Executives, IT SMEs, and End Users during (as appropriate):
  • Solution Defense & Business Case Presentations
  • Tool Capability and Enhancement Demos
  • Due Diligence, Planning & Design
  • Own and Govern Security Review & System Testing in conjunction with Technical Architects.
  • UAT and Deployment
  • Post Deployment Hyper-Care
  • Value Realization & ROI discussions 
  • Governance of the projects from initiation activities, milestones, dependencies, effort mapping, pre-requisite, deployment plan, and RAID log until completion
  • Governing and driving the overall deployment (integration, governance, resources, deployment checklist validation)
  • Create Tool-specific templates, including SOW (Project Definition, Scope, Business benefits, assumptions, dependencies, Infra requirements, Procurement & Implementation timelines, Commercials, and resources requirements, etc.)
  • An organized self-starter and go-getter, collaborate with all stakeholders for project planning and execution and participate in new project transitions.
  • Meet project deliverables, timelines, and costs.
  • Work closely with the product management teams on solution definition, proposal / SOW review, solution walkthrough, etc.
  • Develop and update artifacts for Security Compliance review processes and compliance.
  • Adjust the solution/Plans and documentation activities according to the customer.
  • Formalized User Acceptance Testing sessions, including remediation to technical design, if required
  • Continue to review the ongoing deployment progress and ensure compliance with program timelines.
  • Ensure the successful handover to operations / steady team post-deployment hyper-care period.
  • Create custom dashboard, reports, and presentations for executive reviews
  • Coordinate resolution of technical escalations associated with deployed products under the scope of the team and work closely with Architects and SMEs
  • Continue to enhance your own learnings and skills to handle additional/new tools in the scope
  • Mentor, train, and coach new resource(s) in the team on an ongoing basis
  • The Transformation Head profile will be a senior profile who will need to manage IT transformations end to end. 
  • Working knowledge and understanding of Systrack tool. 
  • Ability to interact with CIO / Infrastructure director 
  • Understanding of ITIL framework
  • Preferably 10+ years plus of Industry experience 
  • Atleast 8+ years of EUC experience 
  • Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system. 
  •  
  • Degree in Computer Science, Engineering or Information Technology or equivalent.
  • Minimum of 10 years of IT EUC experience 
  • Demonstrated success with unit-based application planning and development, project management and policy development.
  • Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.
  • Excellent knowledge of product life cycle, tools, processes and operations planning.

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