Company Description:
Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.
We are seeking an organized and goal-oriented person to join us as an Lead - Infrastructure. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description:
Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during end-to-end management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders.
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources – including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
Person Specification
- Excellent listening skills.
- A willingness to problem solve.
- Strong verbal & written communication skills.
- Resilience - being able to handle complaints from customers.
- The ability to work as part of a team.
- Be self-driven & pro-active.
Essential
- Good organization skills including the ability to prioritize workload within agreed parameters
- Ability to communicate effectively in writing and verbally, adapting style to suit the audience
- Ability to understand and demonstrate commitment to Sutherland’s Major Incident Policy and to ensure all activities are consistent with it
- Basic Technical knowledge on Networking, Infrastructure, Zscaler.
Desirable
- Experience in leading projects and motivation of others.
- Excellent coordination skills: managing complex IT technical investigations.
- Excellent ability to organize, present, moderate management teleconferences in a structured manner.
- High degree of initiative, responsibility, reliability and proactive action.
Qualifications:
• Should have a minimum of 1 to 2 years experience with IT Incident management role.
• Excellent coordination skills: managing complex IT technical investigations.
• Excellent ability to organize, present, moderate management teleconferences in a structured manner.
• High degree of initiative, responsibility, reliability and proactive action.
• Good organization skills including the ability to prioritize workload within agreed parameters
• Ability to communicate effectively in writing and verbally, adapting style to suit the audience
Additional Information:
Rotational shifts (24x7). Rotational off cycle.
Current scenario is WAH, however we can transform anytime to B&M or Hybrid, candidate should be willing to work from office.
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