Description:

·         Individuals performing this role will optimize the availability of IT infrastructure, systems, and services to meet the commitments SumTotal has made to its clients in a cost-effective manner.

• Single point of contact for service Availability during that shift 

·         Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration.

·         Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.

·         Utilize technical and client environment knowledge to assure services and components are designed and delivered to meet their availability targets.

·         Candidate will facilitate bridging the gaps between Infrastructure/DB/Application teams and drive rapid recovery during incidents.

·         Candidate will provide a holistic view of the client's environment and make recommendations to improve overall service.

·         Candidate will be responsible for leading and directing the Availability team

·         Handle Operational Issues related to Customer environment

·         Candidate will pro-actively monitor the problem, change process of the account, and manage problem and change issues and alerts as needed.

·         Candidate will help to ensure quality of service maintained and manage cost of delivery by looking at better ways to provide service in a cost efficient manner.

·         Candidate will  be accountable for leading technical teams to mentor, motivate and help them to maintain high performance

·         Provide technical support and participate in the Change Control Board and/or change control process

·         Drive/participate and coordinate crisis management

• Responsible for service quality, service availability performance and drives service excellence

Experience

·         Prior experience of managing 24*7 DC operations over 5 years

·         Total 15-20 years of experience in data center operations management preferably SaaS and cloud

·         Good understanding of cloud and Data center, Capex and operational layers

·         Ability to manage outage and recover within norms

·         Ability to communicate and set expectations with global clients

·         Ability to work with functional teams and prevent outages