Description
Overall Experience (in yrs.)8 – 10 years
Location
Stuttgart, Germany
Technical skills (Required - Mandatory)
Should have managed small to medium teams delivering/managing IT operations. Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects
Knowledge of IT asset management, incident/request management, problem management, change/release management, Availability and capacity management.
Good understanding on VM, OS, Network, storage and general datacenter technologies.
Extensive knowledge on all types of Unix / Linux and Windows Flavors
Strong knowledge of Storage, Backup and Networking
Experience on Upgrades, Migrations, Performance Tuning and advanced Root cause analysis
IBM ISP, DELL EMC Networker, VEEAM, Veritas NetBackup, Linux and Windows Administration Intermediate Level
Technical skills (Required - Nice to have)
IBM DHBC Storage, TSLM, ISPP
Language skills needed
German, English
People skills
· Should be a team player
· Building collaborative partnership – by interactive regularly with key influencers within and outside organization.
Soft skills
· Deep experience Customer Handling and stakeholder management.
· Ability to handle escalations, be a trusted advisor for the customer and work closely with customers in defining solutions
· Ability to drive Service Improvement programs and drive service quality improvements.
· Familiarty with working on small proposals, billing and charging topics
· Understanding of service level management process, related agreements – SLA/OLA and workflow steps.
· Analytical ability
· Business acumen
· Knowledge of capacity management process.
Area of responsibilities
· Provide N-level support using IBM ISP, DELL EMC Networker, VEEAM, Veritas NetBackup, Linux.
· Install and configure application monitoring and analytics tools.
· Implement the log analytic tools and provide right analytics to customers
· Proactive problem management - providing solutions to technical and operational issues.
· Responsible to build and implement security guidelines.
· Running the service operations in close cooperation with other IT process owners and service owners.
· Automate regular activities
· Implement the changes one various environments and support go-live activities.
· Responsible to auditing incidents, changes and problem requests and providing feedback to team.
· Responsible for SLAs / KPIs and service quality
· Prioritizing the team activities and changes.
· Responsible to bring service improvement ideas and to implement in service
· Providing technical consultation to customers and service teams on various technologies used in middleware service and integration components.
· Service definition, scoping and policy formulation: provide inputs to data center in order to design a scalable and robust architecture.
· Admin model, work-flow, monitoring and reporting framework: provide inputs in order to ensure that service deliverables are met with as defined in the SLA.
· Technology Resources – Hardware, software, data communication, consumables and services: Initiate procurements based on BOM provided by the service teams in order to ensure timely delivery of components or systems.
· Capacity Management: monitor and review capacity metrics and present to location manager in order to ensure services are delivered within the defined thresholds set in the capacity management plan
· Service management plan: implement the plan in the DC in compliance with the guidelines in order to ensure that the required service management processes are implemented as per scope of service.
· Service level management and service reporting: monitor and report on IT services SLAs in order to maintain and improve service quality. Review DC support and operations effectively in order to achieve service level compliance.
· Supplier management: Review performance with vendor managers and DC and present to location manager in order to ensure vendor meets compliance levels.
· User communication and updates: Communicate IT service policies and processes, service availability, service reporting.
· Configuration management: Maintain accurate configuration information in order to ensure the data accuracy of IT services components and related infrastructure in the location.