Infrastructure Site Lead

Role :: Infrastructure Site Lead

Location :: Kansas City, KS

Type :: Fulltime

Job Description

Must Have Technical Skills:

• 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.
• Realtime exposure and understanding of following infrastructure technologies and inter-play of dependencies
• EUC
• ServiceNow
• Microsoft Azure
• AWS
• VMware
• Cisco networking
• Active Directory
• Backup and Storage
• ITIL
• Strong exposure and skill to diagnose problem situations, identify gaps and resolve technical issues from site up view.
• Proficiency in service management software like Zendesk, ServiceNow, or Jira is beneficial. ServiceNow is preferred.
• Knowledge of cloud computing and infrastructure,
• Experience with service desk and incident management tools.

Roles & Responsibilities:

• Maintain and develop a 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, building 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.
• Responsible for day today Global delivery of Service Desk, Deskside, and Infrastructure Services

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