Windows Administrator - Tech M USA

Windows Administration-2

Job Description

Purpose of the Role:

The Infra Service Manager plays a key role in creating long-term healthy “service provider – customer” relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the Service Manager is governance across all areas of their technological services including service management, incident, request, change management, project management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Operations:

• Need to have good understanding of Operations, Project, Transition and Service Delivery management skills

• Excellent Stake holder management

• Hands on experience in Managed Infrastructure Services

• Excellent communication and people management skills

• Ability to lead / handle teams across different geos

Technical:

• Good technical understanding of End to End Infrastructure services (Datacenter Operations, Windows, VMware, Citrix, Storage, Backup, Network, Office365, SCCM etc.)

• Good understanding of Local IT / end user support

Key Responsibilities:

• Building a professional relationship with key client staff and looking out for client’s and TechM long-term interests

• Successful service delivery - SLA management / achievement and high level of customer satisfaction

• Manage day to day BAU operations for the responsible technology services

• Run Projects on a need basis in the role of Project Manager by looking after Transition and Operations delivery readiness

• Conduct meetings with Customer and TechM teams

• Monitoring overall performance of services

• Building service reports on a daily, weekly and monthly basis, following up with team to minimize aging

• Assisting in preparing governance reports

• Collaborating with senior management on client account management and growth

• Working with the client and operations/delivery teams to identify and manage service improvement activities

• Following up if service delivery is not meeting expectations and work towards improving it

• Taking care of TechM internal activities like preparing and updating TechM Project documents, attending Quality audits, IS audits

• Working closely with PMO for resource fulfilment in BAU/Support and Projects

• 3rd party contract management as and when needed