What are the responsibilities and job description for the Infrastructure Service Delivery Manager position at Galent?
Job Title: Infrastructure Service Delivery Manager
Location: Spokane, WA (Onsite)
Fulltime
Job Description:
- Expertise on experience and knowledge on infrastructure components – Platform, Backup, storage, and Network.
- Being a Delivery Manager / NOC Lead, responsible for the project delivery and ensure to meet the committed SLA/KPI’s.
- Experience in handling & managing 24*7 projects & offshore team.
- Hands on experience on patching - Servers on a monthly/regular interval.
- Perform the Production Database patch activities.
- Update / upgrade the network components as part of regular patching.
- Knowledge on Cloud based infrastructure solutions.
- Steering delivery from onsite for all the infra functions (Network Operations Center & Service Desk).
- Building customer Relationship and management.
- Responsible for business growth and bring in new opportunities.
- Onsite customer facing role with onsite offshore delivery support model.
- Closely works with Offshore tower leads & team members.
- Enable right support from respective technology towers for the smooth service delivery.
- Responsible for handling Hi-Priority / outages and drive towards resolution. (ex. During Hi-Priority/outages, engaging the right technical team and 3rd Party stakeholders)
- Ensure resources, capabilities, and capacity to meet Customer requirements.
- Responsible for resource fulfilment as per the requirement.
- Responsible for Operation Review Meetings (Weekly/Monthly/Quarterly) with customer counterparts – Highlights, SLA performance, Risks, Issues, Upcoming major activities etc
- Preparing the reports based the requests & requirements from customer & internal team.
- Support account for revenue growth by managing high profitability.
- Identify the enhancement area’s and bring in the necessary improvements.
- Ensure proper communication between onsite, offshore and Customer teams.
- Ensure to participate in the Major Incident Management call and send the periodic communication to internal and customer teams.
- Excellent communication skills and experience on tools like ServiceNow, Splunk and ITIL process.
- 24*7 project – flexible with the work schedule and support during off business hours for any need / priority issues.
Mandatory Skills :
- NOC
- IT Infrastructure
- Command Center
- Server
- Storage
- Network
