Manager| IT Operations

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Manager, IT Operations

Concentrix
Gurugram, Haryana
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7 hours ago
Full–time
Manager 1 - IT Operations

Experience - ++ years

Location – Gurgaon

Shift – Rotational

Job Description

· Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.

· Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.

· Solutioning and supporting new Transitions on Image & Desktops Readiness.

· Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines within the spans.

· All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory

· BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.

· Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.

· Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipments as applicable.

· SSAE activity.

· PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.

· Daily, weekly, monthly review of all pending tickets within the span

· Site Hardening testing.

· Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.

· Validation & updation of images & documents on WDS / Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.

· Measure & support b/w consumption of accounts and monthly reporting for bandwidth utilization.

· Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.

· Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.

· Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.

· Achieving and Maintaining high IT VOC scores. Action planning for identified areas.

· Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment

Qualifications and Experience Required

· ++ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent

· Bachelor's Degree/Post Graduate (Or equivalent)

· ITIL V3, MCSE, CCNA or similar certifications required

· Knowledge of Windows, Network, Voice

· Knowledge of ITIL V3 Framework

· Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.

· Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers

· Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI

· Flexibility to stretch & deliver within timelines.

· Additional Job Description

It is a People Manager role