IT Infrastructure Operations Lead provides technical leadership and capability to IT infrastructure personnel including but not limited to L1 to L3 Operations, Data Center, VMWare, Linux, Windows, Network, Firewall, Telephony, Cybersecurity, O365, SAP.
Infra Operations Lead Responsibilities:
Provides and Ensures 24x7 support of IT Operations and maintains SLA.
Direct involvement in incidents or outages and acts as escalation point or SME for not being resolved in a timely manner.
Resolve or drive the resolution of technical issues and ensuring all best practices are applied.
Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
Develop infrastructure design and costing for business and IT initiatives and provide subject matter expertise for technology and standards development.
Provides ITIL disciplines covering Incident, Problem and Change
Timely and accurate reporting.
Identify trends and opportunities to enhance business performance.
Service contract negotiation
Provides Workstation, Server, Database, Virtual Machine and DC
Facilities support and administration.
Provides Cisco & HP Switches, Firewall and Router support and administration.
Works with the IT Manager to establish standards and best practices for managing internal infrastructure, including servers, network, access rights, security, workstations, internal applications.
Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology.
Monitors and evaluates the efficiency and effectiveness of infrastructure and business critical processes/systems.
Maintains and constantly improves server and network performance, reliability and security in line with the best practice.
Execution of DR tests.
Manages Third party vendor resources.
Manage HW and SW upgrades/downgrades.
Capacity analysis, planning and reporting.
Provide technical direction to team.
Manages the performance objectives and professional development of the team including the initiation, monitoring, review and validation of individual training and development plans in line with organizational and business requirements.
Infra Operations Lead Requirements:
A bachelor's degree in engineering or any IT Related Courses
With Knowledge and experience in ITIL Methods particularly on Incident Management
At least 3 years experience of managing a similarly five or more sized team direct reports, non-directs can be considered.
At least 5 years of appropriate experience supporting IT infrastructure and service delivery preferably with a medium size organization.
Knowledge and experience in the following are desired: ITIL Foundation, Workstation, Windows and Linux Servers, VMWare, Virtualization, SAP, Network, Access and Monitoring Tools.
3-5 years hands-on technical operations experience with server hardware including virtualization, Linux, Windows, and related Microsoft technologies including IIS Administration, Firewall, Network, ISP, Telephony etc.
3 years of Cyber Security and Controls, IT audit, or equivalent experience.
3 years experience managing IT Infrastructure environment.
A thorough and analytical approach with the ability to pre-empt potential problems.
Strong customer-orientated approach with a delivery bias.
Experience of working with third-party service providers.
Able to manage distributed teams.
Good interpersonal and multi-tasking skills.