Information Technology Operations Supervisor

The IT Ops Supervisor will be part of Global Business Center Information Technology team and will report to IT Operations Manager/Team Lead. This position is responsible for working with other GBC IT vertical leaders/teams, HQ IS, Workstream Team Leads/Managers/Directors and as required, with 3rd-party partners, vendors, and providers.

Essential Duties and Responsibilities

Beginning with the most important, briefly state the major duties and responsibilities of this job, percent of total job and frequency of each activity

• Operations Management: Ensure the delivery of the committed support as listed in SLA to the team Manage and ensure all day-to-day operations are executed and completed within guidelines, policies, and processes, e.g., daily systems backup and systems health checks, etc. Provide technology analysis, selection, development, and implementation in alignment with the different technology, application and workstreams. Part of the IT Operations team in establishing and managing technology standards, operational policies, and processes in alignment with the regional technology and different work streams Verify backups of data and virtual machines Coordinate IT projects including system updates, upgrades, migrations, and outages Maintain IT and Information Security governance, compliance programs, frameworks, policies, and audit control Act as smart hands server and network performance and providing statistics and reports; developing strategies for maintaining server infrastructure Tracking and analyzing current systems, assets, licenses and warranties for vendor audits and internal planning Developing training materials and procedures, and/or training users in the proper use of hardware and software
• Site/Team Management: Responsible for providing guidance to the team and ensuring that each member is aware of what he/she needs to deliver and the success measure of the deliverables. Participates in regular team performance review and provides performance assessment of members. Responsible for ensuring that each member complies to the guidelines, policies and standards set by the company Responsible for providing mentorship and feedback to team members; Recommend personal improvement plan as necessary
• Activity Management: Oversees and ensures activities are supported and implemented by the team as per plan Responsible for liaising with other teams, partners, vendors, and clients regarding technical matters concerning the activities. Responsible for the release of advisory and other communication required to support the activities.
• Incident Management: Responsible for driving the team in the technical aspect of the troubleshooting and ensuring that troubleshooting protocols are followed, and reports are validated and released as per SLA. Provides regular updates on the troubleshooting to the team, management, and client. Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution Extends troubleshooting assistance to the team, as necessary. InfoSec, Audit & Compliance: Responsible for ensuring that the team understands and follows the information security guidelines and policies of the company Ensures the team's adherence to existing change management guidelines and policies and implement configuration changes as per approved hardening policies
• Routine Activity: Routine Activity Responsible for ensuring that the team's routine activities and deliverables are monitored, tracked, and performed as per SLA. Ensures RCA/ICA document is reviewed, approved, and released as per SLA. Monitors the team's incident/request/change tickets are attended and addressed as per SLA and regular turnover and infrastructure health check is performed and status report is published.

Documentation & Reporting: Responsible for ensuring that documentations are regularly/timely reviewed, updated and ensures that accountable members perform their responsibilities diligently Ensures that documentation is regularly reviewed, updated, and approved as per agreed compliance guidelines Responsible for ensuring timely generation and submission of accurate reports to concerned groups and management

Knowledge, Skills, Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The list below are representative of the knowledge, skill and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Operations Management:

-Ensure the delivery of the committed support as listed in SLA to the team

-Manage and ensure all day-to-day operations are executed and completed within guidelines, policies, and processes, e.g., daily systems backup and systems health checks, etc.

-Provide technology analysis, selection, development, and implementation in alignment with the different technology, application and workstreams.

-Part of the IT Operations team in establishing and managing technology standards, operational policies, and processes in alignment with the regional technology and different work streams

- Verify backups of data and virtual machines

-Coordinate IT projects including system updates, upgrades, migrations, and outages

-Maintain IT and Information Security governance, compliance programs, frameworks, policies, and audit control

-Act as smart hands server and network performance and providing statistics and reports; developing strategies for maintaining server infrastructure

-Tracking and analyzing current systems, assets, licenses and warranties for vendor audits and internal planning

-Developing training materials and procedures, and/or training users in the proper use of hardware and software

Site/Team Management:

-Responsible for providing guidance to the team and ensuring that each member is aware of what he/she needs to deliver and the success measure of the deliverables.

-Participates in regular team performance review and provides performance assessment of members.

-Responsible for ensuring that each member complies to the guidelines, policies and standards set by the company

-Responsible for providing mentorship and feedback to team members; Recommend personal improvement plan as necessary

Activity Management:

-Oversees and ensures activities are supported and implemented by the team as per plan

-Responsible for liaising with other teams, partners, vendors, and clients regarding technical matters concerning the activities.

-Responsible for the release of advisory and other communication required to support the activities.

Incident Management:

-Responsible for driving the team in the technical aspect of the troubleshooting and ensuring that troubleshooting protocols are followed, and reports are validated and released as per SLA.

-Provides regular updates on the troubleshooting to the team, management, and client.

-Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution

-Extends troubleshooting assistance to the team, as necessary.

Routine Activity:

-Routine Activity Responsible for ensuring that the team's routine activities and deliverables are monitored, tracked, and performed as per SLA.

-Ensures RCA/ICA document is reviewed, approved, and released as per SLA.

-Monitors the team's incident/request/change tickets are attended and addressed as per SLA and regular turnover and infrastructure health check is performed and status report is published.

Documentation & Reporting:

-Responsible for ensuring that documentations are regularly/timely reviewed, updated and ensures that accountable members perform their responsibilities diligently

-Ensures that documentation is regularly reviewed, updated, and approved as per agreed compliance guidelines

-Responsible for ensuring timely generation and submission of accurate reports to concerned groups and management

InfoSec, Audit & Compliance:

-Responsible for ensuring that the team understands and follows the information security guidelines and policies of the company

-Ensures the team's adherence to existing change management guidelines and policies and implement configuration changes as per approved hardening policies