Infrastructure Site Lead

7 days ago

Olathe, Kansas, United States Tata Consultancy Services Full time

Job Description
Must Have Technical Skills:

  • Strong Service Delivery industry experience in managing medium to large size teams for Infrastructure Management Services support in a pure service delivery lead role.
  • Maintain and develop strong operational relationship with the client, acting as the primary point of contact for service-related matters.
  • Strong exposure and experience in planning, execution, and successful delivery of services in Infra Operations to clients, ensuring alignment with client needs and expectations.
  • Demonstrate good understanding of relevant IT systems, infrastructure, and technologies.
  • Responsible for ensuring the successful delivery of services to clients, meeting agreed-upon SLAs, and exceeding client expectations.
  • Identify opportunities for process improvement and implement changes to enhance service delivery efficiency and quality.
  • Track service performance, identify key performance indicators (KPIs), and generate reports to monitor progress and identify areas for improvement.
  • Handle escalated issues, resolving them in a timely and effective manner, and communicating with stakeholders.
  • Collaborate effectively with internal and external stakeholders to ensure successful service delivery.
  • Strong understanding of processes, preparing workflows, ability to identify gaps, build SOPs around updated processes.
  • Lead and support a operations team, providing guidance, coaching, managing escalations and ensuring delivery as per customer requirements.
  • Strong communication ability with clients, internal teams, and stakeholders.
  • Experience working with ticketing tool Service Now, in building SOPs, preparing improvement plans etc.
  • Strong background and real-time experience in IT Infrastructure Management services.
  • Good understanding of the technical aspects of IT infrastructure, including software and hardware components.
  • Strong exposure and skill to diagnose problem situations, identify gaps and resolve technical issues from site up view.
  • Proficiency in ticketing tools like Zendesk, ServiceNow, or Jira is beneficial. ServiceNow is preferred.
  • Knowledge of cloud computing and infrastructure,
  • Experience with service desk and incident management tools.

Generic Managerial Skills

  • Leadership
  • Excellent Communication
  • Critical thinking and problem solving
  • Time Management
  • Team Management
  • Negotiation
  • Customer Service
  • Ability to manage strategically as well as at a more detailed level as needed

Salary Range: $38,000-$95,000 a year

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