Information Technology Infrastructure Operations Manager

Company Description

Wesben Technologies is an ISO 9001-2015 certified Information Technology services company based in Kolkata, India, established in 2018. Specializing in after-sales service and system integration, we provide functional and technological repair and maintenance services for IT products. Our services include installation, field and warranty support, help desk, carry-in repair, and reverse logistics. We focus on delivering end-to-end service solutions that enhance service level commitments, enabling our partners to serve their customers more efficiently and cost-effectively. Our commitment to innovation, advanced techniques, and continuous research ensures we provide outstanding IT solutions across various sectors.

• Good working experience and knowledge on IT Hardware & Cloud Infrastructure (System Integration)- Like designing, development, implementation of technologies like Cloud/Data Centers/Enterprise Support for Servers & Networks (L2& L3 Level), Firewalls etc.
• Project Planning and Execution: Excellent Knowalge on Project Delivery Cycle i.e Planning, Execution, Governance, Reporting and Presentation.
• Team Coordination: Coordinate Internal resources and third parties/vendors for the flawless execution of projects.
• Risk Management: Capabilities to Identify and manage project risks, issues, and dependencies.
• Service Level Governance: Should have the Good experice to maintian the SLA, OLA and UPC.
• Service Improvement Plan: Should have good knowledge to identify the Gaps and arrive the improvement plan.
• Knowledge in AWS infrastructure, services, network and security planning and administration Hands-on experience on implementing Cloud Solutions using various AWS & Azure Services.
• Knowledge in Server administration on Windows & Linux platforms Auditing and controlling Microsoft Volume Licensing and Partner Center Implement and strengthen the IT policy Manage Hardware and Software inventory, licenses Monitoring and maintaining networks and servers Upgrading, installing and configuring new hardware and software to meet company objectives Performing diagnostic tests and debugging procedures to optimize computer systems. Documenting processes, as well as backing up and archiving data Developing data retrieval and recovery procedures Keeping up to date with advancements and best practices in IT administration Install, configure and support network equipment including firewalls, routers, proxy servers, switches, WAN accelerators, DNS and DHCP.
• Knowledge in Management of Data centre Services: Servers Functioning (SAP & Non SAP) DC/ ADC Management DHCP/ DNS/ RODC Group Policy.
• Must have these above technical competence and expertized to handle team / clients challenges on ground.

• We are looking for a dedicated service delivery manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The main tasks of a service delivery manager include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and also new customer acquisition.
• As a key member of the Management team, this position is responsible for all aspects of management of information technology across all the clients of the company. It is a unique mix of hands-on support duties, people management, and strategic planning & execution.
• You should demonstrate solid managerial and analytical skills, exhibit strong business acumen, as well as a commitment to productivity, demonstrated understanding of Project Management processes, strategies and methods, experience mentoring, coaching, and developing rising talent in the technology department, experience budgeting and managing project costs.
• Experience working in a high-level collaborative environment and promoting a teamwork mentality.
• Experience risk management - risk planning, risk response, mitigation, contingency, and controlling risks.
• Managerial experience applying analytical/critical thinking and problem-solving skills.
• Ability to predict challenges and seek to proactively head off obstacles.
• Managing & handling multiple client contracts and assure maximize the revenue by ensuring best support and by cross-selling.

Key Responsibilities:

• Maintaining positive relationships with existing customers and also initially generating leads & onboarding new clients
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Introduce more and more business opportunities to the company by engaging with solution providers, OEMs, etc. taking over new products or services in company's bucket.

Formal Education & Certification:

Graduate / BCA / MCA / Bachelor's Degree in a related field or equivalent experience (4 or more years in a technical field with supervisory experience)

Knowledge & Experience:

Considerable and current experience as a Manager of a company with a medium sized network of servers, desktop systems and communications & wireless devices using current technologies.

High-level knowledge and hands-on experience with Linux / Windows servers architecture both virtual and physical.

Working knowledge of current communications devices and protocols, server and desktop technologies.

Experience using the ITIL framework to deliver IT services to medium & Large-sized businesses (ie, 1000+ person user base).

Ability to manage multiple projects, activities and tasks simultaneously.

Dependability, self-direction, initiative, and ability to work with different types of people.

Excellent verbal and written communications skills.