Management Responsibilities

· Develops and manages the day to day infrastructure operations, managing stakeholders’ expectations and supporting IO delivery account approval.

· Help set and conduct day-to-day infrastructure management of client contract service level agreements (SLAs), acting as a delivery escalation point around client priorities and issues

· Manage subcontractors that will provide some areas of IO operations and monitoring services

· Effectively leverage IO industrialized service model in day-to-day management of delivery contract

· Provides a single point of contact for infrastructure demand requests and conducts planning sessions within Delivery Team to identify a demand profile to develop the capacity plan

· Ensure effective communication and escalations to key internal and client stakeholders

Operational Responsibilities

· Ensure the technical infrastructure (servers, network, application and database) are up and running to support the required operations

· Ensure that IO Support team and subcontractors are performing their job

· Ensure all assigned infrastructure incidents are resolved within SLA

· Monitor and ensure that IO operations team provide resolution / workaround to technical issues and problems escalated

· Provide regular status report on assigned tasks to the Service Delivery Manager

· Ensure that the technical operation evidence is in place

· Coordinate the tasks between Technical Team and Third Party Management for smooth operation

· Escalate issues related to technical architecture in a timely manner

· Create and maintain productive relationships with team members and relevant stakeholders

· Conducts regular maintenance and housekeeping activities as part of monthly and BAU activities

· Supports Security Operations Team in investigating and implementing remediating controls for security related incidents