Position: Operations Manager Education: B.E./ B. Tech / M.B.A , ITIL / PMP certifications desirable 8-10 years experience profile accountable for end to end IT Infra delivery (covering domains like Data center tracks Windows, Storage, Linux, Backup, Network, Cybersecurity, Tools, BCP etc) Management skills to lead the team of technical experts across each level like L3, L2, L1 managing their work load and roster covering 24 7 support Good hands-on knowledge on critical ITL processes like Incident, Problem, change management, availability capacity management etc., Good knowledge on service level and SLAs reporting to client Responsible for driving performance against agreed Service Level Agreements (SLA's) Develop and implement procedures to provide high quality services both internally and externally Generate ideas and implement methods to improve call resolution Manage staff levels and scheduling to provide full cover during required business hours and off business hours to provide coverage for 24 7 support To customer support, provide staff with regular training and appraisals Strong Leadership & customer relationship skills and drive to push things within and outside the system. Team Size 40-50 plus Overall Strong Technology Landscape understanding & experience in managing overall IT Infra. Preferably ITIL certified Automation in service delivery Encourage automation in service delivery to improve response and service. Innovative ideas Values adds - Encourage innovative ideas that have direct impact on resources, revenues without any disturbance in the existing services. Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization. Utilization Manage the optimal utilization of resources and manpower to deliver the agreed services to customer. Understanding of P&L management Management reporting Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer. Hands on transition and transformation projects bringing value add in the operations Hands on in dealing non standard service request from client and working with pre- sales team to deliver the required business ask within the agreed SLAsTo adhere to quality standards, regulatory requirements and company policiesTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen CasesTo participate or contribute on EN business in creation of proposals to drive Service improvement plans.To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.To provide support for on call escalations /L3 level support and doing incident & problem managementWork on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives. (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring d