SUMMARY

Operating Command aka Network Operations Team provides 24/7 Support to maintain system health, infrastructure health and product health. They key areas of work involve monitoring system health dashboards that are maintained in-house and externally with an alerting mechanism, demonstrating advanced knowledge to troubleshoot and resolve the issues, collaborating with Hybrid Infrastructure and Engineering Groups to ensure restoration of services.

PRIMARY RESPONSIBILITIES

• Overseeing the shift-wise operations of the Operating Command to ensure that systems and networks are running smoothly.
• Conduct Shift Handover Meetings and warm handover the open volume and handling the punctuality of the team members for Login/Logout along with placeholding the shift schedule in alignment with the workload spread.
• Dispatching the volume of work from various tools, remediate and prevent reoccurrences.
• Driving the technology teams and focal points to ensure that the System health and product health is maintained in line with various monitoring tools, internal reported issues and customer reported issues.
• Assess system performance through monitoring dashboards and recommend improvements.
• Participate in CAB calls and drive the implementation of assigned steps in Change requests.
• Perform Transition of Shift-Left Areas of work and New Piece of work.
• Maintain a cordial relationship with team members and dispatch work in shifts.
• Developing and implementing standard operating procedures in line with Business Process Inventory.
• See to it that the Daily BAU is in sync with the organizational business goals.
• Drive Process Improvement Initiatives through identifying Pain-Points and long-standing challenges by conducting periodic meetings with action items.
• Assist in Reporting and publishing the periodic volume reports.
• Create shift schedules basis incoming volume coming from various working components.
• Handle, drive and document the trainings internal and external for Operating command.
• Perform Alert analysis and collaborate with Hybrid and Engineering Teams to optimize the alerts and batch jobs.
• Drive the deliverables at required intervals such as War room chats, Technical Improvement Reviews.
• Keep oneself updated on daily criticals, postmortems and assist Incident Managers as necessary.
• Identify areas of automation and coordinate with relevant teams to implement.
• Maintain issue trackers and drive each issue to closure with an artefact.
• Perform TNI – Training needs Identification and come up with challenges from BQ resources.
• Ensuring that the team procedures are up to date and compliant.
• Keeping up to date with the latest industry trends and technologies in IT operations.
• Maintain KT Trackers and fulfill the Knowledge Transfers and access issues to the New Joiners
• Identify the room for improvement by scrubbing a sample of alerts/ tickets and relevant measures.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 8 or more years of experience in IT Operations and flexible for a 24/7 environment.
• Strong interpersonal skills with the ability to relate effectively with employees at all levels.
• Strong knowledge of IT Service Management and ITIL is a must, certifications are an advantage.
• Highly proficient in Ticketing tools like Salesforce or equivalent CRM.
• First-hand Experience in handling Business emergencies and ability to multitask.
• Has passion and committed to the success and growth of the team.
• A credible enthusiast with a relentlessly positive attitude and trust.
• Key traits like prioritization, accuracy, and attention to detail are critical.
• Strong knowledge of service management processes like incidents, service requests, change and problem. Working knowledge of ticket tracking tools like Salesforce or equivalent.
• Ability to work independently, possess a clarity of objective and not hesitating to ask.