Requirements:

· Must have 10 years of IT experience with minimum 5 years of experience as Service Delivery Manager

· Must have managed medium to large team size

· Ability to work as team player, comfortable with fast paced, changing/challenging environment and ambiguity

· Desire to make a difference, be pro-active, innovative and see out opportunity to improve the SLA, reduce tickets volume and drive automation initiatives

· Must be technically strong in managing projects and IT operations. Must be a quick learner

· Should be able to resolve L2 & L3 tasks in various domains like Windows Operating Systems, Network, Storage, Active Directory, Outlook

· Working knowledge of Telephone systems and Mobile Devices

· Good to have Data Center experience

· Good knowledge of SQL & Analysis

· Must have sound knowledge of ITIL (Help Desk, Change Management, Incident Management, Problem Management and Continual Service Improvements)

· Experience writing and managing Standard Operation Procedures. Experience with Automation of L1 tasks

· Must have hiring experience

Responsibilities:

· Serve as Primary point-of-contact and manage overall delivery from multiple onshore teams

· Understand customer requirements, work closely with internal team to fulfill those requirements

· Sound knowledge with minimum two or more ticketing tools

· Responsible to manage tickets backlogs, analyze tickets, produce, and present volumetrics and Trend Analysis

· Should be able to produce and present weekly & monthly reports with volumetrics & trend analysis

· Manage Weekly/Monthly Shift Roaster for multiple teams at multiple locations

· Should be able to manage the team to meet or exceed SLA.

· Responsible for Customer Satisfaction

· Should be capable of driving major Incident Management, if needed.

· Should be able to visit client’s various offices in Bay Area