Infrastructure Operations Manager

An accomplished and technically competent IT Operations Manager with 17 years of experience in Network Support, including maintaining firewalls, virtual private networks, web protocols, VMWare, email security and configuring and installing security infrastructure devices and Operating Systems.

Demonstrated customer centric focus on efficient and effective management of incidents lifecycle, knowledgeable engagement, overall customer satisfaction and timely escalation of issues.

Strongly focused on increasing internal business satisfaction and make IT Organization more efficient -through managing Quality of managed services at the level expected by the Business and by improving operational process.

Competencies in end to end client management to shape assurance & consistency of IT Operations for business processes across internal departments / external clients.

Proven track record in managing the overall Technical Support Operations while ensuring maximum customer satisfaction by providing them with service/technical assistance and achieving delivery & quality service norms.

Effective leadership skills to direct teams and maintain high-quality deliverables within time and budgetary parameters by playing a key role in steering the entire projects & project planning, scheduling, monitoring, controlling & configuration.

Hands-on skills to create performance metrics designed to test the effectiveness of the process and overall function

Demonstrated team leadership abilities to coach, train, mentor team members, in order to achieve and excel individual performance targets along with attaining overall process efficiency

Proven track record to maintain and improve process operations by monitoring system performance, evaluating team performance and preparing annual forecasts and budgets

Instrumental in leading efforts on continuous process improvements and business transformation innovations

Highly skilled in collaborating people, processes and technology together to achieve evolved results

Excellent interpersonal and skills with the ability to operate in a multicultural and cross-functional organization