Network Operation/Infrastructure Manager

Job Description : Infosys is seeking Network Operation/Infrastructure Manager. This role will be managing multiple service teams and build synergies between services. Understand and maintain the organization's ratio between service revenue, resource planning and maintain the team. This role will be responsible to service budget and quality. Create, modify, update and populate the service descriptions, operation level agreements and service offerings. Initiate necessary triggers/action plan based on threshold limits set in measurement index. Service level management and service reporting: Review, analyze and set the action plan to adhere to SLAs defined. This role will review, direct and ensure SLA compliance across the region to ensure approved SLA process covering all services and meet the approved target. Supplier management Required Qualifications: • Candidate must be located within commuting distance of Vance, AL or be willing to relocate to the area. This position may require travel. • Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. • All applicants authorized to work in the United States are encouraged to apply. • At least 11 years of Information Technology experience. • At least 10 years of experience in IT asset management, incident/request management, problem management, change/release management, Availability and capacity management. • Experience in one of more areas of Datacenter operations – Compute, Virtualization, Storage, Network, Backup, Database, Middleware, AD/IAM, Tools, Application and End user compute operations. • Should have managed and team of 40-50 members, delivering/managing IT infrastructure operations. Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects. • Ability to manage multiple related services and to build the synergies between the services. • Ability to understand the customer requirements and suggest feasible technology options available. • Should have ability to work with cross cultural global teams • Good understanding of general datacenter technologies. • Experience in partner delivery management. • Experience with executing transition and transformation projects. • Experience in management large IT operations and compliance. • Experience in Upgrades, Migrations, Performance Tuning and advanced Root cause analysis. Preferred Qualifications: • Knowledge of BCMS principles, processes and guidelines to deploy BCMS workflow. • Planning and Co-ordination skills • Good Communication and Analytical skills. Should be a capable leader. • Building collaborative partnership – by interactive regularly with key influencers within and outside organization. • Deep experience in Customer Handling, stakeholder management and Value based delivery. • Ability to handle escalations, be a trusted advisor for the customer and work closely with customers in defining solutions • Ability to drive Service Improvement programs and drive service quality improvements. • Familiarity with working on proposals, billing and charging topics • Understanding of service level management process, related agreements – SLA/OLA and workflow steps. • Analytical ability, Business acumen • Knowledge of capacity management process. • Planning and organizing – Optimally organize the workload across the team. Role and Responsibility (Not Limited to): • This role will ensure issue free operations and effective handling of customer escalations. • Capable of tracking the service improvement plan and aligning the capacity, availability of resources. • Keep track of automation levels within service operations and to improve them. • Responsible to introduce new service delivery tools and redesigning the operational procedures. • Assurance of SLAs / KPIs / OLAs and service quality. Promote the organization's goals and to implement evolving technologies in service. • Responsible to build and implement security guidelines. Running the service operations in close cooperation with other IT process owners and service owners. Ensure service quality. Service definition, scoping and policy formulation • Consolidate and review inputs and contribute towards identifying new service lines in order to assist service owner in designing a scalable and robust infrastructure. • Admin model, work-flow, monitoring and reporting framework, Review the relevant metrics and provide location specific inputs to service team in order to account for the same while defining the monitoring and reporting framework. Technology Resources – Hardware, software, data communication, consumables and services • Consolidate, review and handle escalations and intervene in order to ensure timely delivery of materials as per agreed SLA. Capacity Management. • Responsible for initiating the action plan post review of capacity matrix for Services and IT infrastructure. Service owner to factor the service upgrade plan. • Manage and maintain the relationship. Define the scope of service contract and assess the expenses associated with the service to ensure committed SLAs are backed by backend agreements from the suppliers. • User communication and updates: Communicate IT service policies and processes, service availability, service reporting. Configuration management • Review and enforce control mechanisms for ITIL control process. Review CMDB compliance on periodic basis with corporate asset management system The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face. EEO/About Us : About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.