Our client, a leading financial institution with an enterprise technology setup and a large user base, is looking for an Infrastructure Services Lead. It is a crucial role responsible for ensuring the smooth operation and maintenance of the IT infrastructure. This includes overseeing all incident and problem management aspects, disaster recovery, ITIL process implementation, and end-user support. The successful candidate will be key in enhancing service delivery, driving process improvements, and maximizing system availability.
Key Responsibilities:
Manage the incident and problem management process, ensuring timely and effective resolution of issues to minimize impact on business operations.
Monitor and analyze incident trends, identifying root causes and implementing preventive measures.
Collaborate with internal teams and external vendors to resolve complex incidents and problems.
Review and update incident and problem management procedures to ensure they align with industry best practices.
Develop, implement, and maintain robust disaster recovery and business continuity plans.
Conduct regular disaster recovery exercises to validate the effectiveness of plans and identify areas for improvement.
Coordinate with stakeholders to ensure DR plans are regularly updated and aligned with changing business requirements.
Provide guidance and support during actual disaster recovery scenarios.
Lead the implementation and continuous improvement of IT service management processes, ensuring compliance with ITIL best practices.
Define, document, and maintain IT service management procedures, including incident, problem, change, and configuration management.
Collaborate with other IT teams to streamline and automate service management processes.
Oversee the delivery of efficient end-user support services, including incident resolution, software deployment, and hardware maintenance.
Establish and monitor relevant support metrics, ensuring timely resolution and customer satisfaction.
Develop and maintain the support knowledge base and self-help tools for end users.
Manage a team of support professionals, providing guidance, leadership, and performance management.
Qualifications and Skills:
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
ITIL certification and strong knowledge of ITIL processes.
Minimum of 15 years of experience in infrastructure operations and support roles.
Strong team leadership and management experience.
Expertise in incident and problem management, with a proven track record of resolving complex technical issues.
Experience in disaster recovery planning and execution.
Solid understanding of IT infrastructure, networking, and cloud technologies.
Strong leadership abilities, with the ability to drive and deliver results.
Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
Proven ability to adapt and thrive in a fast-paced, dynamic environment.