·Job DescriptionAssociate ManagerWhat we are looking for?1. Right balance of Leadership and management2. Technically sound around Widows Server administration, overall IT Operations, IT Service delivery, well versed with ITIL processes, a very good troubleshooter of technical issues3. Problem Management - Methodological Problem solving thought process - 5 Whys, RCAs, KepnerTrego4. A leader to lead a team of monitoring analysts who are responsible to monitor incoming alerts using various tools and perform actions in order to prevent potiential client impact. People Management Competencie:Overall 7+ years IT experience with at least 0-1 years of experience in leading directly 10 or more peopleCoach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.Effective utilization and management of staff such that milestones/goals are obtained and staff is motivated and competent.Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.Identify and recruit internal/external talents to ensure effective mix of competencies.Recognize high performers to maintain motivation and retain key talent.Regularly communicate on company news and team progress against business plan.Technical Competencies:Understands Global Command Center/Monitoring Operations, ITSM KPIs, Problem management3-5 years of experience on Windows Server administration, IIS, Application support/troubelshooting, SQL blocking, Windows cluster management etc - should have held at least one technical role in past 5 yearsUnderstanding of any of the following Monitoring tools - Azure Monitor, Logic Monitor, SentryOne, Appd etcExperience on Microsoft office tools/application e.g. MS Excel, PowerPoint, TeamsShould have prior experience in leading teams that are ITIL process aligned - Incident, Problem, Change managementResponsibilities:Manage individual contributorsProviding weekly/monthly reports/dashboard against key problem management KPIsDaily/weekly/monthly reportsWork towards solving the problem "ONCE"Partnering with various teams/leaders to improve and expedite Problem resolutionLeading internal projects for various ongoing operational tasksBalances demand management for multiple complex simultaneous projects, operational enhancements, break-fix, and maintenance requests.Ensure team adherence to all team, account, and client policies and procedures.Academic and Professional Qualifications:1. Bachelor’s Degree in computer science/IT2. Any relevant IT certification would be a plusTravel Requirements:1. Willing and able to travel, regionally and/or internationallyWorking Arrangements:1. Able and willing to work in 24*7*365 environment on Rotational Shifts2. Work is performed in a standard office environment with minimal exposure to health or safety hazards
