Summary:

Infrastructure as a Service (IaaS) Operations team is responsible for maintaining operational stability of SAS’ global internal and hosting server, storage & network infrastructures. The engineer performs incident management, proactive operations, implements basic requests/changes and documents team procedures.

As an active member of the Pune IaaS leadership team, you shall lead the IaaS Operations team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, and support. You will work with global Product R&D, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our supported environments.

In addition to managing a diverse 24x365 team of IT Operations for SAS Managed Hosting, Corporate and R&D infrastructure comprising server, network, storage & monitoring infrastructure, this role will interface with local and global leadership and act as an escalation point for the operational aspects of the Shared Services Center in Pune, India.

You need to have experience with IT operations management, performance management and experience working along ITSM processes with focus on network, storage and data protection

Primary Responsibilities:

• Oversee operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
• Anticipates and tracks operational and tactical risks and providing strategic solutions.
• Oversee and reports weekly, monthly, quarterly, and annual metrics.
• Address operational concerns and issues, monitor overall customer satisfaction
• Act as the primary contact for work streams and escalations
• Develop and implement operational procedures and policies
• Analyze training needs/requirements
• Acting as the primary contact for work streams and escalations
• Excellent interpersonal communication and organizing skills to coordinate project activities
• Ability to work with details and time-sensitive issues
• Good decision-making skills and response to high-pressure situations working across team boundaries for collaborative issue resolution

• Support global external and internal customers negotiating any challenges presented by different cultures, work practices, and time zones
• Ability to work flexible business hours as required by global customers / business needs
• As per need On-Call availability and Non-Business Hours work (Weekends & Holidays)
• Adopt and adhere to all ITSM processes, as defined by the Service Management team
• Support and actively contribute to the successful establishment and capability growth
• Evangelize CIS internally and externally. Lead by example through behaviors in accordance with our Company Values, take ownership, and offer transparent, professional communication in all interactions

Additional Responsibilities

• Identifies trends and assess opportunities to improve processes and execution. Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.
• Assesses a variety of situations and provide clarity to team and stakeholders.
• Works closely with management team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with regulatory-based best practices.
• Ensure team members have what they need to succeed to meet their goals and objectives
• Work towards developing continuous improvement processes for the team as well as operational goals
• Ability to manage escalations and shift priorities based on business needs

Knowledge, Skills, and Abilities

• Strong management and leadership skills
• In-depth technical knowledge of one or more operating systems, network, storage & monitoring infrastructure
• Good ability to handle multiple workstreams at the same time
• Good ability to supervise and train employees with varying skill sets in a high-pressure environment
• Good verbal, written, and interpersonal skills
• Ability to solve complex problems
• Talent Acquisition, Coaching, Development & Succession with proven ability to foster an environment of positive employee engagement and trust in a globally distributed organization
• Proven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAs
• Problem-solving skills, Quick Learner, and a can-do attitude.
• Attention to detail and accuracy - while maintaining a solid awareness of the ‘big picture’.
• Ability to communicate with global peers and management in a clear, straightforward, and effective way.
• Ten years of experience in Information Technology within functional area. Three years of experience in a leadership role
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

The nice to haves

• Public cloud experience, ideally in Microsoft Azure
• Ability to think outside the box and find alternative solutions to complex problems
• JIRA/Confluence and ServiceNow awareness and usage
• ITIL certifications and/or experience (ITIL v3/v4)

Education

Bachelor's degree preferably in Computer Science or related field

Experience

Ten years of experience in Information Technology within functional area. 3+ years of experience in a leadership role managing Operational service delivery teams that are customer-facing, and cloud focused