Job
Description
Job Title: Senior Manager - Global Hosting Services Career Level: E Introduction to role: Are you ready to disrupt an industry and change lives? As a Senior Manager in Global Hosting Services, youll be strategically positioned within Enterprise Technology Service - GHS Operations to support centralized infrastructure services for business functions. This role is crucial in aligning with the Global IT strategy, focusing on Compute, Database, Middleware, Storage, and Backup Technologies. Youll be responsible for making reactive and proactive configuration changes to minimize operational disruptions, ensuring that identity and access control best practices are followed to prevent unintended access or production changes. Your mission is to lead a support team that swiftly resolves technical issues, minimizing service disruptions and ensuring smooth BAU Support services. Accountabilities: Collaborate with remote team members to build and maintain positive, productive team relationships. Maintain awareness of all outstanding in scope services pre- and post-delivery issues and provide status to leadership team. Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements. Focus on improving customer service experience & create action plans for engaging cross-functional teams and facilitate organic growth. Take ownership of the infrastructure services service level agreements between service provider and AZ. Review the detailed parameters of the services & enable service quality. Manage the onboarding of Technology Services & Tasks release into BAU, govern the respective product line RACI for consistent service delivery. Ensure that risks are identified, communicated, and mitigated and that services and BAU run smoothly. Collaborate with cross-functional Application teams to assist Service support in BAU. Develop use cases into high-quality solutions in your specialist area. Develop positive relationships with teams involved in the downstream technical processes. Supervise IT services team to support and maintain IT infrastructure within agreeable service level agreements. Analyze existing IT systems and provide improved solutions. Communicate, influence, and work with stakeholders including ETS operations team to align with processes and coordinate to deliver infrastructure strategy of AZ IT. Develop & maintain the infrastructure catalogue for BAU support across providers. Show consistent aspiration to challenge the status quo and improve customer satisfaction. Understand the technical challenges, incident chronology, communicate timely and consistently on incident management process. Perform root cause analysis of infrastructure problems and develop resolution plans. Produce weekly and monthly summary management reports on technical support tickets. Manage prioritization, escalation, and resolution of support incidents to the respective infrastructure support team. Ensure that risks are identified, communicated, and mitigated and that services and BAU run smoothly. Attend technical meetings and coordinate with other functions within ETS Operations regarding implementation of new programs, problem resolution, and LEAN initiatives. 24x7 Support availability for critical incidents and requests based on demand. Essential Skills/Experience: Understanding of infra architecture concepts for resources like compute, storage, database, networking, load balancing, security, Kubernetes Analytical and problem-solving skills Ability to prioritize and multi-task to achieve competing goals and target dates Able to articulate technical issues in terms of business risk and opportunity 24x7 Support for critical incidents on the service scope area and BCP readiness whenever required to support across GTC s Bachelor/Master s degree in computer science or IT with 12+ years of experience. In-depth or working knowledge on Technical Services Masters in business administration is advantageous Microsoft, Linux, Citrix, Database Certification is preferred Adaptable and progressive learner with the ability to explain complex technical concepts to a variety of audiences Ability to work independently and work collaboratively in a team environment Desirable Skills/Experience: The ability to make important decisions in a fast-paced environment Great interpersonal and communication skills Excellent time management and teamwork skills Ability to work effectively in a matrix organization is essential Experience and ability to work in shifts on rotational basis covering 24*7 support Lean & Six Sigma Skills Hybrid IT setup awareness Infrastructure Service Support Creating a great workplace environment with a culture of learning and continuous improvement through coaching, mentoring, and developing skills An active listener with excellent and confident communications and interpersonal skills with an ability to read complex customer situations and adapt as needed Able to negotiate and resolve conflicting priorities and to influence leadership teams
