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Job Location | Bangalore |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | IT - Software |
Functional Area | General / Other Software |
EmploymentType | Full-time |
*Provide leadership for 1st and 2nd line Cloud Operations team Participate in a managerial shift rotation to provide 24x7 coverage for the group Lead and provide guidance to the shift based Operations Centers staff on a daytoday basis Interface with our internal & external stake holders e.g., Technical Support team, Engineering, and other onshore and offshore teams to ensure highest level of customer satisfaction Collaborate with other Operations Centers managers in managing the 24x7 shift rotation for staff Coach, train, and develop Operations Centers staff to continuously improve performance Manage the Monitoring application performance, availability and execution of run books to prevent outages and restore service to maximize availability Lead and actively manage established Incident, Problem, Change and Service Request fulfillment processes based on ITIL framework Define clear performance goals and objectives and follow upcoach with employees on progress Manage and assess team staffing needs, and available capacity against routine workloads Identify areas of opportunities and improve processes to exceed predefined SLA obligations Managing the monitoring, support, maintenance, and deployment of PowerSchool products in various cloud platforms Lead the team members in implementing work demand reduction efforts by focusing on proactive issue prevention and root cause resolution Lead Major Incidents process and drive activities to minimize service disruption duration Collaborate with fellow leaders in conducting daily health checks on Creation of key metrics, processes, workflow and reporting to actively manage, measure, and validate performance at the individual and organization levels while tracking against strict SLAs Manage incidents through the entire lifecycle Identification, Logging, categorization, prioritization, diagnostic, escalation, resolution and closure Ensure adherence to Service Levels Agreements for both response and resolution times Escalate as appropriate to colleagues and management to ensure timely issue resolution Strictly adhere to PowerSchool operational procedures, policies, reporting and escalation standards Lead internal documentation and runbooks creation covering all aspects of team activities Manage and actively leadcomply with Change and Release management process Define standards, guidelines and quality with respect to team deliverables. What You Will Need To Succeed Must be willing to work shift rotation schedule including night and weekend shifts Minimum of 6 years of experience in managing technical engineers, application support and Cloud infrastructure in a 24x7 setting Experience with managing Cloud platforms e.g., AWS, Azure, and conventional data centers Strong experience managing in a structured environment using best in class processes and frameworks. Hands on experience managing Incident, Service Requests, and Change managements. ITIL certification is highly desirable Experience in applicationsinfrastructure monitoring and monitoring tools such as Nagios, New Relic, PagerDuty, etc. Experience in large scale application releasesdeployment and Change Management Attributes Even temperament to manage work even under stressful circumstances Ability to work effectively, add value as a team manager, asserting a leadership role for the team Ability to teach other members of the team and act as a mentor as required Must be able to coordinate across various groups and functional teams Ability to perform tasks and manage team with little supervision Demonstrated ability to implement, drive and track tasks and projects,
Keyskills :
3rd party relationshipsnew relicroot causekey metricsitil frameworkservice levelsmonitoring toolsissue resolutionwork effectivelytechnical supportchange managementrelease managementapplication support