Director Of Production Eng & Deskside Support
Deluxe Entertainment
Bangalore, KAThis was removed by the employer on 9/6/2019 5:36:00 AM PST
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Full Time Job
Job Description
POSITION PURPOSE:
Director of Production Engineering and Deskside Support is responsible for implementing and the ongoing 24/7/365 delivery and support of the following functions within Deluxe:
• Lead the Bangalore IT Infrastructure with high availability, superior performance in a 24x7 global infrastructure support delivery model;
• Partner with rest of the organization to develop and implement comprehensive operational policies and processes specific to LAN/WAN, mobility, voice, third-party network management and business conferencing support;
• Technical stack includes VMware and GCP virtualization, Cisco UCS and Dell/HP Server, Cisco network, SAN, Microsoft, O365, G-Suite, and Atlassian collaboration suites, Mac and Windows PC's, Citrix and VMware Horizon Cloud VDI, Cisco and call centers.
• Leverage cloud infrastructure and plan, design to cloud technologies.
• Develop and execute operational and capital budgets for the Bangalore Infrastructure and Operations function;
• Manage, monitor and support data network and telecommunications service contracts;
• Maintain a comprehensive knowledge of current trends and developments and provide guidance and counsel to IT senior management and business groups on network and voice technologies and issues to build better solutions that support and drive business decisions;
• Responsible for ensuring that department understands and complies with quality standards and requirements as documented;
• Leverage global support resources both internal and external to provide cost effective 24x7 IT operations support and project support.
• SLA's, KPIs, trend analysis and reporting
• Continuous service improvements initiatives
As the Director of Production Engineering and Deskside Support, you will ensure IT Service Management processes are supported, planned, implemented and improved in line with current business needs. You will engage, coordinate and support Deluxe IT functions globally to ensure the consistent deployment of processes, tools, and technology essential for effective service delivery and development.
You will have a focus on SLA, including up time, responsiveness and availability, and will, using a service management framework, operate a regime of continuous improvement across both processes and technology.
SPECIFIC DUTIES:
• Manage project progress, objectives, and costs to the established schedule and budget.
• Act as a key advisor to senior management on development of overall strategy and goals for the organization.
• During high impact major incidents, act as a 24/7/365 escalation point for direct reports and executive stakeholders within the business.
• Providing detailed project and incident updates in case of updates/ changes and incidents.
• Support internal audits with knowledge of IT security and compliance
• Establish IT policies and operational procedures.
• Maintain quality by establishing and enforcing global standards.
• implement disaster recovery, backup procedures and information security.
• Plan project guidelines and goals while ensuring timelines are met.
• Develop computing strategies that enable productivity, always keeps security and the user experience at the forefront.
• Troubleshoot and resolve user issues relative to all corporate software.
• Ensure employees adhere to legal and operational compliance requirements.
• Establish performance goals for staff.
• Provide escalation on technical issues,
• Set standards and design for operating systems, compute platforms, OS virtualization, application virtualization, storage and software deployment.
• Monitor processes, measure key performance indicators (KPI's) to track and manage IT Performance.
• Diagnose, evaluates, and resolves complex problems in areas of expertise, communicating resolutions in an effective manner, and instructs others on implementation.
• Provide timely and effective services which includes, responding and creating service tickets.
• Responsible for the planning, analysis, implementation and maintenance of systems, including contingency and capacity, planning, and quality assurance.
• Review bid specifications, solicit and evaluate bids.
• Coordinate the implementation of contracts, monitor contract compliance and provide recommendations on renewals.
• Participate in all hardware and software evaluations, and maintain vendor contracts.
Manage a team of IT Managers working a 24/7/365 shift pattern
• Provide day-to-day leadership, management and personal development support to the Manager's.
BACKGROUND AND EXPERIENCE:
The candidate will possess the following knowledge, experience, and skill-set:
Experience:
• Minimum of 8 years' experience in IT Infrastructure, Operations and Service Management and media focussed IT support (essential)
• In-depth ITIL and IT Service Management knowledge and certifications (essential)
• A mixture of core IT Infrastructure certifications, including CCNA or above Cisco certifications. MCSE, VMware, Citrix, etc.
• Demonstrable experience of managing senior stakeholder expectations (to C level) during crisis/high pressure situations
• Gravitas and the ability to influence and present at all levels of the organisation (essential)
• Minimum 3-5 years in a senior management position with experience managing technology, staff, and budgets (essential)
• Experience working in a global technology environment (essential)
• Strong analytical mindset (essential)
Knowledge, Skills, and Abilities:
• Excellent at identifying and managing resources needed to plan, develop and deliver technology services
• Strong influencer of senior level customers and technology teams, ensuring that services are managed to agreed levels of availability and performance
• Strong technology service management budgeting, estimating, planning and objective setting skills
• Knowledge sufficient to plan and manage the implementation of processes, tools, and methods for monitoring and managing the performance of systems and services, in respect of their contribution to business performance and benefits to the business
• Technology service operations experience, including prior management experience in at least one service management area (service design, transition, or improvement). As experience of the full technology service lifecycle is required, it is unlikely that the jobholder will have previously worked for less than 7 years in a technology support function
• Sufficiently strong knowledge to lead technology service continuity planning and implementation (within the context of overall business continuity planning)
• Experience with data analysis and making data-driven leadership decisions
• Possess and consistently demonstrate a ''can do'' attitude. The successful candidate must be able to challenge the norm to enable departmental and company growth
• Excellent interpersonal and communication skills with the ability to readily communicate with all levels of the organization
• Self-starter, organized and detail oriented team leader
May require weekend and evening hours. May require domestic and international travel.