Team Leader- Operations

Job description

Job Description Position Title, Responsibility Level TL/AM- IT Server Platform Function IT Reports to Service Delivery Leader Permanent/ Temporary Permanent Span of Control 2-3 Vendor resources Location Pune Basic Function • Responsible for managing the IT Server operations for Pune Site • Responsible for Operations, Incident and Problem Management for Server Domain • This position will be the primary lead for all Pune business support activities on server platform , interacting with business, vendors and IT teams in India & US. • Monitors overall server platform performance, including accountability for problem identification and escalation Essential Functions • Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems within business committed SLA’s • L3 Escalation point for end user computing issues (Software/Hardware) from engineering perspective • Understanding of Active Directory configuration, setup and other routine tasks • Coordinating with core team for troubleshooting/installation related to antivirus server, DC, DNS and DHCP • Good understanding of messaging architecture fundamentals (MS Exchange) • Hands on experience for administrating • Storage devices (Dell EMC NAS, SAN etc), • Backup solution (Rubrik) • Virtual Environment (VM ware) • Server hardware & RAID configuration • Database clustering ( SQL) • Insure that problems and changes are properly documented, support groups notified, and issues resolved to prevent production impact to MetLife • Ensure timely closure of Annual Budgeting, Monthly Accrual’s to budget and define service level agreements with business partners • Coordinate for Blackberry/smart devices configuration with US/India team • Create and maintain documentation related to ISO 27001/ISO 20000 • Work on Citrix and Azure VDI related issues Primary Internal Interactions • Act as a SPOC for all internal & external audit and audit related requirements • Work with IT procurement team to provide inputs related to server platform related procurement Primary External Interactions • Monthly / quarterly performance reviews with vendors, who are providing technical / hardware support to MetLife Skills Technical Skills • ITIL, MCSE/MCSA • Preferably VMware certified • Proficiency in MS-Visio, Project, PowerPoint and excel • Citrix VDI Process Specific Skills Soft Skills (Mandatory) • Excellent verbal and written communication skills ( English and Spanish) • Understands how BPO operations are run and maintained • Good negotiation and convincing skills Soft Skills (Desired) Education Requirements • B.E/B.Tech or equivalent course in IT Work Experience Requirements • 6-7 years of experience with 3-4 in BPO/ITES environment • Open for working in shifts aligned with US/India Annexures MetLife Core Values: The Employee Should Adhere To MetLife Core Values • Be the Best • Succeed Together • Put Customers First • Make Things Easier