Application Tech Support Practitioner

Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: IT Infrastructure Operations

Good to have skills: NA Minimum 12 year(s) of experience is required Educational Qualification: 15 years full time education

Summary: The Lead IT Infrastructure Operations will be responsible for effectively managing client Infrastructure Operations covering On-Prem and Azure Cloud. This role requires establishing clear communication channels, maintaining comprehensive documentation, and proactively monitoring performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). In addition, the operations manager will be accountable for developing and driving operational governance processes that will include problem management, risk management, monitoring standards, security operations, key performance indicators, and general ITSM processes for the entire operations team.

Responsibilities:

• Infrastructure Operations Managed Service Lead
• Clearly define core IT requirements and expectations for the MSP.
• Establish a Responsibility Matrix outlining the division of tasks and responsibilities (billable vs. extra-cost).
• Engage in strategic planning to align MSP services with long-term business goals, including handling technology updates and potential vendor transitions.
• Ensure thorough documentation of all MSP processes and details.
• Set and maintain clear expectations and SLAs with the MSP.
• Foster clear, proactive, and transparent communication using multiple channels.
• Conduct regular check-ins and strategic reviews to monitor MSP performance against KPIs and goals.
• Manage billing to ensure clarity on predictable operations and additional costs. This includes oversight and management of our monthly Resource Unit billing process, and ARC/RRC processes
• Foster transparency in the partnership to address discrepancies and prevent misunderstandings.
• Identify opportunities for value-added services to enhance IT support, meet evolving business needs, reduce cost, and promote AI and automation to improve service delivery
• Collaborate with the MSP to define business goals and objectives for the engagement.
• Develop a robust governance framework outlining roles, responsibilities, and expectations for both the internal team and the MSP.
• Maintain open, honest, and consistent communication with the MSP, responding promptly to queries and providing necessary business information.
• Schedule and participate in regular meetings to review performance, discuss challenges, and adapt strategies.
• Regularly track MSP performance against agreed-upon KPIs and SLAs, including audit of relevant data driving KPIs, SLAs, and Resource Unit ARC/RRC calculations
• Implement systems for collecting and analyzing client feedback (surveys, direct conversations).
• Ensure a thorough understanding of the contract terms and SLA to manage expectations effectively.
• Infrastructure Operations Governance Lead
• Drive standards and processes to ensure all Operations teams follow consistent processes for managing incidents, problems, change, performance, and system capacity
• Establish common KPIs and SLAs for all support teams and work with Operations Reporting team to implement dashboards to manage operations performance
• Drive a common Risk Register process to determine, prioritize, and mitigate operational risks
• Drive CMDB Health check and operational processes to maintain CMDB completeness, correctness, and compliance according standards
• Lead collection and standards around security compliance and own process to collect and report operational and security standards for operational review and Board of Directors dashboards

Qualifications:

• Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment
• Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions
• Minimum Bachelor's degree
• 8+ Years, hands-on technical architecture skills and depth across multiple technologies
• 15+ Years leading a large Infrastructure Operations team, including Managed Service contracts and 3rd party vendors
• Technology areas to include Cloud, Virtualization, Network, Compute, and Storage
• Experience with Cisco UCS hardware is a plus
• Knowledge in AD architecture and infrastructure (LDAP, Directory Replication, group policy, security, schema changes, Identity and Access Management, etc.)
• Excellent troubleshooting and analysis skills
• Experience in working with geographically distributed teams
• Excellent written and verbal communications skills with external customers
• 15+ years' experience of Incident and Request Management process as defined by ITIL v3
• Written and verbal proficiency in the English language
• Comfortable working in a fast-paced environment
• Education: Bachelor's degree or equivalent in Business or Information Technology or related field, Master's degree or equivalent in Information Technology or Business Administration preferred, ITIL certification is desirable 15 years full time education