It Operations Manager
Current• As an Operations Manager I maintain high level of customer satisfaction by providing services fully compliant with the SLA.• Managing a team of 32 IT Infrastructure engineers working in shift patterns 24/7/365 and responsible for the day-to-day management of workloads and allocation of work streams ensuring SLA adherence.• My team performs steps to troubleshoot, diagnose and provide corrective/preventative maintenance actions on problems reported by customers. And escalates to subsequent support level as needed.• Strong knowledge and experience in incident handling and incident response methodologies, served as Incident Commander and lead the service restoration process during major incidents.• Investigation and diagnosis of all Incidents, Service Requests, Changes, and Problems assigned to the team, documenting findings in SharePoint and reassigning to appropriate groups where required.• Solid understanding of enterprise grade technologies including IP Telephony devices (Call Manager, Unity, Unity Connection, MPX), network engineering, various operating systems, Active Directory, AWS (Amazon Web Services).• Strong security background (understanding of risk, vulnerabilities and security policies)• Involving myself in post incident review activity to prevent repeat incidents (proactive remediation).• Conducting bi-weekly vendor management calls with vendors to discuss any open issues.• Responsible to provide and explain status report including highlights and low lights in monthly review meeting with customer top management.• Ability to work well in high pressure environment while maintaining focus and sense of urgency.• Providing rating and performance feedback for my team members in Annual appraisal cycle.• Responsible for training and mentoring of my team members.• Performing and running ITGC controls for telephony and conferencing services for APAC region.
