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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Education / Training |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Essential Duties & Responsibilities Provide leadership to 4 Operation Center s managers and help execute organization s 24x7 vision Implement uniform best practices for Operations and improve availability of all cloud- based applications Matrix management of all staff within the Operations Center and drive productivity Identify Operations staff development needs and implement a plan to grow and/ or train staff in applicable skillsets, specializations and certifications as necessary Implement a 24x7 operational model based on ITIL best practices including Incident Management, Service Requests Fulfillment, Monitoring and Release/ Deployment Management Accountable for the implementation of application and infrastructure monitoring, incident management and change management workflows, and backup and recovery plans for our cloud- based SaaS products. Accountable for executing on the vision of 80% issue resolution rate from the Operations Center 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 Measure and report progress against performance and improvement objectives Implement strategy to improve first time fix rate by 30% during first year Evolve infrastructure, support, and deployment strategies to enable our goal of 99. 9% up time and quick turnaround of product deployments Continuously improve the Operations Center team s performance and capabilities. Collaborate with the engineering, Service, and Support teams to improve software delivery, configuration, monitoring and operation. Implement information security best practices for the environments under the control of Operations Center team Identify areas of opportunities and improve processes to exceed pre- defined SLA obligations Partner with USA based Cloud Operations team to improve operational strategies Maintain and improve Cloud Operations Change Management process Performs any HR related tasks . ,
Keyskills :
train staffrecovery plansissue resolutionquick turnaroundchange managementstaff developmentmatrix managementincident managementcustomer satisfactiontechnical suppinfmation securitydeployment strategie