Manager – Technical Operations
Future Focus Infotech
Total years of experience :16 years, 11 Months
Role: Manager - Technical Operations. Client: Billtrust, USA. Scope of Support: Global in 24*7 Environment.
Accountabilities:
Plan and coordinate project schedules, goals and milestones and make project assignments working in line with client managers. Act as a Single point of contact for all showstopper/production issues. Ensure all Contractual SLA and KPIs mentioned in the Operational Level Agreement are meet. Plan and coordinate goals and milestones and make project assignments working in line with client managers expectations. Hold periodic meetings with the client to keep them appraised of the happenings and plan. Collaboration and co-ordination with other engineering verticals for execution. Design, develop, implement, and coordinate systems, policies, and procedures. Plan and coordinate goals and milestones and make project assignments working in line with client managers expectations. Participate in recruitment, orientation, and ongoing training of new staf.
Ensure security of data, network access and backup systems.
Act as a primary contact for all Operations of the account and SPOC towards region customer team.
Act as a Single point of contact for all escalations towards region of Incidence, Problem and Change Management
Ensure all Contractual SLA and KPIs mentioned in the Operational Level Agreement are meet.
Responsible to lead the management escalations internally and towards region as per the contract.
Prepare and present monthly governance reports on Network and Cyber security.
Act as a SPOC for all the third-party vendors like FortiGate, Cisco, HP, Evernex etc.
Collaborate with colleagues and department heads to develop strategies and solutions for improving service efficiency and effectiveness.
Identify service issues and driving improvements through service delivery teams
Own and manage the Escalation Management according to the contractual terms.
Accountable for the management of customer contractual maintenance commitments and associated reporting of service delivery performance in terms of quality and cost.
Work with the team to develop problem management, standard operating procedures, and service improvement plans.
Create new SOPs and work on SIPs.
Mentor and direct team members for timely completion of assigned projects.
Assist in staff recruitment, training, performance evaluation, promotion, and retention activities.
To formulate work allocation mechanism to ensure a better management of workload which in turn will help in transition of additional business into account.
Distinctive Highlights:
Spearheaded the T&T project to change multi-vendor NOC to a single Vendor (Huawei)
Lead the project to lay dark fibre network from Delhi to Lucknow.
Part of the project team that developed intercom calling app, during COVID lockdown period.
Successfully completed security audit of all the delivery nodes across India, as per the guideline’s issues by Govt. Of India.