Skills:
1) Knowledge of routers, switches, servers, storage, backup and etc
2) ITIL Certification (Mandatory)
3) Ability to resolve conflicts
Hierarchical level: Manager
ACTIVITIES:
1) Lead the BackOffice Teams (Wintel, Network, Security, DBA, Backup and others)
2) Communicate critical incidents to the client;
3) Ensure that SLA will be followed;
4) Ensure that all teams will follow the process;
5) Participate in meetings with the client;
6) Management Risk, Management people and values
7) Help to resolve tickets (incidents, requests, problems), changes and manage SLA
8) Prepare and submit status reports (internally and to the customer when necessary) to minimize exposure and risk and avoid escalations.
9) Work with Governance and Quality team to address governance properly Develop and guide team members to enhance their technical capabilities and productivity, as well as to control the member's job attendance.
10) Be the technical manager for the track Perform team's time control weekly, avoiding undesired extra workload.
11) Report on team's utilization weekly. Plan, together with Operation Manager, the utilization of the team based on ongoing demands.
12) Manage technical meetings with the team to address ongoing demands.
13) Report to the SDM, escalating subjects outside scope or which could influence HCL's relationship with customer
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