Project and Operation Management: ▪ Provide leadership and supervision to team members of Antivirus, Email, DCT & DLP team, ensuring that appropriate skilled resources are in place to meet required service levels ▪ Providing L2, L3 support to L1 Teams (Techteam/CST) for resolution of issues with respect to Antivirus, Email, DCT & DLP. ▪ Monitoring uptime, performance & utilization of all Antivirus, DLP & Email Infrastructure ▪ Configuration Change Management –initiating configuration changes, performing impact analysis, validation & approval by competent authorities, planning & execution of approved changes and keeping records of all change management for audit purpose. ▪ Incident Management – preparation of incident management forms, validation & approval by competent authorities and maintaining all incident reports for audit purpose & knowledge base updates. ▪ Coordinating with technical team members of Vendors & Business Partners during initial establishment of any project. ▪ Problem & Fault Management – Providing support to other team members in IT department for troubleshooting various uptime and performance related issues Coordinating with FMS, Vendors, Technical Assistance Center (TAC) teams of OEMs etc to resolve problems or restore the functionality or performance of applications. Performing Root Cause Analysis (RCA) in coordination with all internal & external stake holders, vendors & TAC teams of respective OEMs & preparing and maintaining RCA reports. ▪ Direct involvement in incidents or problems (irrespective of priority) that cause service impact and act as escalation point for incidents not being resolved in a timely manner ▪ Work with Head of IT Infrastructure, Support/Procurement to establish standards and best practices for managing Antivirus, Email & DLP infrastructure ▪ Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology. ▪ Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
Job Title
Vice President