Ensure the team is focused on providing excellence in IT operations.
Attract, develop and retain talent that can meet the operational needs of the Company
Ensure you are creating and maintaining a culture that provides for growth, ownership and accountability, as well as fun.
Spend one on one time with your team members individually and as a group to establish collaborative goals, discuss vision and ensure they are getting what they need.
Extensive understanding and education of team on regulatory, HIPPA, PCI and other compliance related requirements and controls; creation and adherence of processes to align accordingly.
Escalation of incidents to vendors and Service Center IT team and communication of incidents to management
Collaboration and extensive communication with Business leadership team and the Service Center IT team on enterprise and as well as IT operations.
Active participant in strategic and operational planning and execution.
Ensure all systems are monitored, functioning and patched accordingly.
Utilize tools, create, and adhere to processes and continuously promote team member awareness on data security.
Ensure basic standards are being followed by end users and IT team.
Training and mentoring for IT team members.
Conduct root cause analysis, identify and execute resolution of recurring issues.
Creation, reconciliation and adherence to operational and capital budget for department.
Management of local IT assets.
Interface with vendors, executing appropriate management controls for projects, procurement and activities.
Technical Skills required:
Bachelor of Information and Technology / Computer Science.
More than 10 years of experience in IT Operations IT Solutions & Transitions Network Operations , Pre Sales /Project / Program Management Business Continuity / Site Implementation Budgeting/Costing , IT Governance / IT Security People Management Applications Support , Data / Voice IT Account Management Regulatory Compliance.
Hands on experience in initiatives such as migrating Desktops to Citrix thin clients, MPLS links and VoIP ACD and SIP knowledge
Knowledge of PCI-DSS, SAS 70, HIPPA and ISMS Certification Compliance
Driving large scale technology roll out at organization level
Familiarity with IT-BPO industry and related global experience.
Ability to lead teams with different cultures
Budget management for Technology initiatives
Familiarity with BCP
Excellent communications skills and interpersonal skills