Manager Managed Services.

Published on by for Itron Inc

Manager Managed Services.

Title: Manager Managed Services.
Location: Bangalore

Job Description:
At Itron, managers in our Global Network Operations Center (GNOC) use technical backgrounds combined with leadership skills to drive the team in delivering proactive monitoring and incident response for services across our world-wide operations. This role manages a team of talented Site Reliability Engineers that are focused on rapid detection, triage, and mitigation of player-impacting issues and continuous improvement of service operations processes through monitoring, signal:noise, correlation, and automation.

The GNOC is the nexus point between our customers, product support, Delivery orgs and the rest of Global Managed Services,

Responsibilities:
• Inspire, develop, and support members of the Network Operations Center
• Drive a culture of continuous improvement, ownership, and innovation in engineering solutions to reduce toil and increase efficiency
• Lead projects across the global team to expand monitoring coverage and depth, increase mitigation capability, increase change awareness, and
• increase overall team effectiveness
• Collaborate with IT/Operations management, Live Operations teams, and other stakeholders to promote department vision
• Data-first approach in measuring success: establish reporting and analytics, tracking and monitoring of improvements against key performance metrics
• Serve as Incident Manager, driving rapid recovery and resolution of Major Incidents
• Create and maintain policies and standard operating procedures.
• Applying everything-as-code methodologies across configuration, infrastructure, orchestration, and elsewhere
• Solve problems relating to process performance or consistency and identify opportunities for automation

Requirements
• Exceptional ability to lead, inspire, and develop people
• Unrelenting advocate of service availability and reliability; downtime is not in your vocabulary
• Obsessed with continual service improvement and automation
• Able to effectively discuss, translate, and describe highly complex topics with both technical and non-technical audiences
• Proven experience of ITSM/Service Operations processes, including the ITIL Framework
• Proven experience in managing large network operation center.
• Experience in defining ticket flow, process improvement, emergency ad-hoc process implementation.
• Working knowledge of Windows and Linux Systems, Network fundamentals, and Cloud Platforms
• General knowledge of Monitoring platforms such as: Solar Winds, Prometheus, Nagios, ELK, Splunk
• General knowledge of business reporting tools like PowerBI
• Deep understanding of Service Level Objectives concepts, including: SLI/SLO, Error Budget, Burn Rate

Recommended Talents:
• Comfortable working in a fast pace high demand, global work environment
• Highly intuitive and able to make quick educated conclusions based on numerous information sources
• Healthy understanding of Software as a Service and evolving business models
• Experience with public and private cloud, including Azure, OpenStack, AWS, and GCP
• Highly technical background with an BS in Computer Science is preferred

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