IT - Assistant Manager

Responsibilities:
• Provide coordination across all core team members and departments to operate effective & desired operations
• Incident handling and management. Assess and diagnose escalated problems.
• Preparing and implementation of day-to-day Plan of Action with respect to smooth operations.
• Implementation and testing of new strategies so as to maximize and improve productivity.
• Testing, Migration of new processes, Ramp-Ups, Capacity Provisioning and Troubleshooting.
• Review and initiate measures for automating / streamlining internal processes. Ensuring compliance to regulatory & company policy.
• BPO / Call Center Knowledge/ background
• Execute project work related to the Telephony/Network/Systems support area during service interruptions with minimal supervision. This includes managing vendors and communicating status to the area supervisor.
• Performs routine system administration and maintenance with no impact to the business.
• Keeps documentation up to date.
• Proactively analyses, troubleshoots and resolves telecommunications systems and circuit issues in a timely manner.
• Ensure resolution of all open IT issue and verifies all issues were properly resolved and documented.
• Interacts with end-users (including internal & external clients) in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.
• Maintaining documentation for SOPs, Uptime Reports Weekly, and Monthly
• 24/7 availability for remote support also apart from regular office hours
• Coordinate and support operative deployment tasks.
• Act as a Single Point of Contact for assigned projects to ensure all infrastructures is deployed according to the standards.
• Communicate and stay in touch with the various Service Management deployment And Global teams and give support where required.
• Self-coordinate activities and provide a transparent overview over performed and upcoming activities.
• Provide reports, risk lists, open issues/task and financial overview where required.
• Vendor Management
• Communication with service provider
• Process Implementation with quick TAT

Required knowledge, skills and experience:
• Excellent verbal and written English communication, interpersonal and customer service skills.
• Routing protocols – EIGRP, OSPF, BGP
• LAN Switching – VLAN, CoS
• WAN – IPSEC VPN, MPLS, MP-BGP, IPLC an advantage
• TCP/IP protocol suite, Quality of Service, DNS
• Application protocols - HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc.
• Good knowledge of monitoring tools for day to change and fine-tuning in monitoring tools according to changes in infra.
• Good troubleshooting skills.
• Sound knowledge of Routing (EIGRP, OSPF and BGP), Switching, Wireless, Firewall (Cisco), IPSec VPN, Syslog, ACS, IPS, WAN links.
• Good knowledge of Designing (High Level & Low-Level) and implementing new projects either for a new infra or addition in existing setup.