Strong expertise in virtualization (VMware, Hyper-V), storage solutions, Wintel, Unix platforms, solid understanding of DB technologies and MW technology stack. Good knowledge of Citrix VDI environment (DaaS + ELM App layering knowledge is good to have)

15+ years of experience in infrastructure operations, with at least 5 years in a managerial, with a proven track record of successful project delivery, 

This role involves managing day-to-day infrastructure operations, and ensuring optimal

performance, security, and reliability of systems. The ideal candidate will possess a

blend of technical expertise and leadership skills, enabling them to drive operational

excellence

Key Responsibilities:

● Operational Oversight:

○ Manage and oversee daily infrastructure operations, ensuring the

availability, performance, and security of IT services.

○ Lead troubleshooting efforts for complex infrastructure issues,

coordinating with other teams as necessary.

○ Collaborate with ITSM teams to establish and manage incident response

protocols to quickly resolve operational issues and minimize downtime.

○ Work with ITSM process teams to ensure RCA are completed on time,

Changes are implemented as planned.

○ Ensure services are delivered within the SLA agreed.

○ Improve monitoring solutions to proactively manage infrastructure

performance and availability.

○ Monitor system performance and usage trends to forecast future capacity

needs and plan infrastructure expansions accordingly.

○ Develop and implement best practices for infrastructure operations,

including automation of routine tasks and improvements in operational

efficiency.

○ Service Level Management - Ensure contractual SLAs are met across

Infrastructure towers

○ Reporting - Work with PMO, ITSM and Infra Tower leads for preparation of

Contractual Reports, SLAs, WSRs, Monthly Reviews and QBRs as per the

agreed cadence.

○ Provide Technical solutions for issues related to operations in scope under

Infrastructure.

● Client Management: Engage with clients on a regular basis and ensure all

things are planned, tracked and reported. Ensure high client satisfaction

● Team Leadership and Management: Lead, mentor, and develop a team of

infrastructure operations professionals, fostering a culture of continuous

improvement, collaborative and innovative environment.

● Security & Compliance:

○ Ensure all infrastructure solutions comply with security policies and

industry regulations, implementing best practices for risk management.

○ Ensure that all infrastructure operations adhere to security policies and

regulatory requirements, conducting regular audits and assessments.

○ Work with PMOs and Internal Support teams to ensure compliance with

Contractual obligations and Internal requirements

● Budgeting & Cost Management: Assist in the development and management

of the infrastructure budget, identifying cost-saving opportunities while

maintaining service quality.

● Documentation: Maintain comprehensive documentation of infrastructure

configurations, processes, and procedures to support knowledge sharing and

compliance.

Qualifications:

● Education: Bachelor’s degree in Computer Science, Information Technology, or

related field; Master’s degree preferred.

● Experience:

● 15+ years of experience in infrastructure operations, with at least 5 years in a

managerial, with a proven track record of successful project delivery,

● Technical Skills: Strong expertise in virtualization (VMware, Hyper-V), storage

solutions, Wintel, Unix platforms, solid understanding of DB technologies and

MW technology stack. Good knowledge of Citrix VDI environment (DaaS + ELM

App layering knowledge is good to have)

● Certifications: Relevant certifications are highly desirable.

● Leadership Abilities: Strong leadership skills with a track record of managing

diverse high performing teams and driving operational excellence.

● Communication Skills: Excellent verbal and written communication skills, with

the ability to convey technical concepts to non-technical stakeholders.

● Problem-Solving: Strong analytical and problem-solving skills, with a proactive

approach to identifying and resolving issues and focus on innovative solutions.