Job Family Descriptor
Responsible for planning for new product/service roll out or enhancement of existing offerings, operations and maintenance in Managed Hosting, Data Centre, Managed Security Services, Infrastructure Managed Services in consultation with the Products, Sales and Engineering teams with the objective of delivering effective solutions to meet customer requirements; minimizing cost of service operations by driving efficiency, scalability, quality and consistency, smooth implementation and minimum downtime of infrastructure. Discuss customer requirement, feasibility and operational aspect of proposed solution and service schedules with Sales Engineering team and analyze internal technical capability to delivery solution. The team conducts financial planning, designs solutions as per customer requirements, drives product engineering, delivery and customer lifecycle management. Develops solution frameworks, methodology and solutioning to drive standardization of repeat solutioning to ensure reduction in operational cost. Also prepares plan for integration with existing platforms and processes, identifies technology partners and outsourced partners for implementation and roll out of product/service, defines service realization and SOPs for Service Delivery and resolves escalated issues. Drive technical deployment planning and implementation including installation of operating system, provisioning, network configuration etc. and monitor implementation success.
Contribute as an individual contributor for deployment of customer projects. Monitors and manages service operations and service delivery as per agreed SLA and drives certification and compliance to regulatory requirements. Provides inputs on capacity planning and resources to supervisor for AOP. Liase with engineering team to provide solutions.Engages with customers, project manager and Sales team to understand customer requirement.
May lead important projects that require providing experienced project team members with instruction, guidance and advice in all aspects of the project to ensure delivery of quality outcomes.
Able to independently resolve complex projects, issues, challenges encountered.
Operational role, responsible for delivering results that have direct impact on the achievement of results within the job area and may also impact a wider operational area.
Capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.May lead/manage small teams for small projects.
Capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.
Demonstrate a level of flexibility in resolving problems/issues that at least to in-depth command of all techniques, processes, tools and standards, within the relevant field of specialisation.
Able to identify problems and significantly improve, change or adapt existing methods and techniques.
Education : BTech or Diploma
Experience : 4-7 years with some experience in service operations
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Knowledge / Skills