Responsibilities: Lead the patch management process, including the timely deployment of patches and its relevant updates to ensure the security, stability, and performance of Business services. Responsible for the coordination of all Systems Engineering patching activities for customer server operating systems in accordance with agreed upon schedules with the customer(s). Prepare the patch deployment calendar and publish to all stakeholders. Supervise the day-to-day operations of IT Patch Management team providing some guidance in the related area, encouraging teamwork. Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance. Oversee the execution of patches & updates deployments, closely monitoring progress, and addressing any issues or roadblocks that may arise. Ensure that deployments are conducted according to the defined plans, with minimal disruptions to end-users or services performance and availability Collaborate with various stakeholders, including IT teams, Information security teams, vendors, and business units, to gather requirements, communicate patches schedules, and address concerns. Effective communication and coordination are critical to ensure smooth patches operations and minimize the risk of system vulnerabilities Collaborate with incident management teams to address security incidents related to vulnerabilities or unpatched systems. Develop incident response plans and participate in incident investigations and remediation efforts Run monthly/quarterly compliance reports and identify required patches. Participate in monthly patch review and schedule meetings to review patch calendar. Prioritize and schedule mutually agreed system patching and maintenance. Preventive/Proactive Support Able to support on weekend as and when required.Required Technical and Professional Expertise (Mid to Expert Level) A Bachelor s degree or equivalent in Information Systems or related field Having 8+ years of related experience. Knowledge of Infrastructure Patching tools like SSCM, Bladelogic, Bigfix., etc. Knowledge of using Jira. Good understanding of large Data Center Facilities operation Experience in Managing 10+ member team. Strong understanding of server operating systems and patching process. Managed Services or consulting experience is a plus. Excellent understanding of the organization s goals and objectives. Ability to conduct research into systems issues and products as required. Highly self-motivated and directed. Able to prioritize and execute tasks in a high-pressure environment. Strong customer service orientation.
Ability to lead team, collaborative environment.
(1.) To adhere to quality standards, regulatory requirements and company policies
(2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
(3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
(4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
(5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
