Assistant Manager - Service Operations

Job Designation: Assistant Manager - Service Operations

Department: Global Service Delivery

Reporting To: Program Manager

Work Shift: Rotation

Location: Mumbai

Primary Responsibility:

  • Ensuring high quality, consistent technical Customer Support ensuring that these Support Services meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs)
  • Implement and maintain “Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes.
  • Hands-on experience in performing 2nd level remote fault analysis and troubleshooting
  • Function as single points of contact for infrastructure needs of datacenter managed services
  • Experience in handling Complex issues and Excellent Product Knowledge
  • Carry out the troubleshooting on Linux OS/Windows/Network and applications
  • Ensure monitoring infrastructure 24 X 7.
  • Hands on experience on monitoring and Infrastructure management tools
  • Coordinate with different teams geographically.
  • Management of employees in the customer service team, publishing rosters, KPI measurement.
  • Actively be part of resolution process for any fault / performance issues
  • Responsible for executing SOP related activities
  • Ensuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriately.
  • Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.
  • Co-coordinating for driving the uptime of the various client projects being managed.
  • Raise and also technically update the tickets in ticketing system for all the issues handled / worked upon.
  • Apply patches to the OS / applications or upgrade the applications as and when required, as per the approval from the respective Customer Team.
  • Experience in vendor management.
  • Keep track of capacity and security aspects and analyze it in light of the business requirements of customers and proactively ensures scalability and optimal use of existing infrastructure
  • Strong knowledge of Internet Protocol Suite and layers
  • Advanced experience with DNS, LDAP, NTP, SMTP, SNMP, SSH
  • Knowledge in storage technologies and RAID
  • Knowledge in performance tuning and capacity planning
  • System management through scripting, automation and policies
  • Support and plan system backups and data recovery strategies
  • Basic network knowledge and fundamentals
  • On-call rotation for after hours support and scheduled maintenance
  • Prior supervisory experience is a must
  • Project coordination experience required
  • Able to adapt to quick requirements change and produce fast solutions.
  • Excellent written and verbal communication skills are a must
  • Ability to adhere to policies & procedures.

Secondary Responsibility:

  • Knowledge on monitoring & ticketing tools
  • MIS reporting
  • Conflict Management
  • Analytical skills
  • Problem Solving ability

Mandatory Technical Skills:

For Windows TL

  • Windows Administration preferably Windows 2K3, 2K8, 2K12
  • Knowledge of SQL 2K8, 2K12 installation, database creation, backup
  • Hands on experience on AD, Exchange, DNS, IIS, Antivirus
  • Must be ITIL &MCSE certified

For Network TL
  • Must have experience on CISCO devices
  • Must have experience on LAN & WAN
  • Knowledge on Checkpoint Firewall
  • Must be ITIL &CCNA certified

For Linux TL
  • Profiles having Linux experience in IT industry.
  • Hands-on experience in performing 3rd level remote fault analysis and troubleshooting
  • Must be ITIL &RHCE certified.

Typical Years of Experience:

  • 6-10 years

Education Qualifications:

  • Any Graduation

Mandatory Skills:

  • Excellent communication skills both written and verbal
  • Self-driven and motivated to achieve success
  • Team Player
  • Assertive in communication

Other Comments:

  • Experience in managing international customers

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