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 the day-to-day management of delivery contract
· Provides a single point of contact for infrastructure demand requests and conducts planning sessions within the 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) is 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 the IO operations team provides resolution / workaround to technical issues and problems escalated
· Provide regular status reports 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 promptly
· 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 the Security Operations Team in investigating and implementing remediating controls for security-related incidents
x
