Job Description

Hexaware is looking for individual with experience in managing infrastructure delivery expectations, storage and backup upgrades, inbound capacity and equipment, incident and problem management, perform cross-platform, problem management processes, migrations, encryption, security management, continuous improvement, excellent delivery management.

• Deal industries experience includes data centers, utilities, and public infrastructure.
• Deep familiarity project delivery cycle and resources executing each phase of project delivery (i.e., owners, architecture, EPC firms, specialty contractors, and equipment/material suppliers).
• Familiarity with typical roles supporting Infrastructure delivery (i.e., cost and schedule controls, planning approaches in multiple datacenters, delivery phases, construction management).
• Monitor and evaluate support service level agreements (SLAs).
• Compile and create periodic operation performance reports to inform management and other stakeholders.
• Manage end user communications and announcements; handle questions and complains regarding operation issues.
• Manage relationships with third party service/software providers and obtains all current patches and updates.
• Experience in selection and/or deployment of technology platforms to increase visibility, control, and connectivity of people and information across projects and programs.
• Proven capability to initiate and build relationships within industry.
• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes and implementing improvement activities.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management on performance of the service delivery.
• Leading personnel management, including performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Knowledge and experience:

• Bachelor's Degree, Master/Advanced degree preferred.
• Minimum 10 years as Delivery director (or equivalent) for Infrastructure and/or Asset Turnarounds (Servers, Cloud, and Data center experience)
• Prefer 8 years of experience in industries such as Infrastructure services, Data Centers, Cloud, Pega, Public Infrastructure, Benefits services knowledge, Insurance Services, Digital Enterprise, Internet of Things (IoT), Industry 4.0, Digital Supply Chain, Platform Business Models, Design-led Innovation.
• Minimum 6 years of experience introducing and/or integrating new technology into project delivery approaches.
• Experience developing and presenting business cases or project charter.
• Supervising enterprise infrastructure management teams to facilitate continual improvements in the enterprise environment.
• Collaborating with technical design teams to set standards for software, hardware, and security.
• Making sure that anti-virus updates and patches are applied effectively and promptly.
• Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
• Proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Analyzing complex situations, identifying problems, and proposing effective solutions