Job Description :
Operations Lead

Irvine, CA

Long Term

Job Description:

* Managed 24x7 mission critical operations, having complex SLAs with service level credits
* Liaised with various stakeholders and lead teams during critical incidents resolution
* Performed problem analysis for critical & recurring incidents and provide inputs to L3 / Dev teams
* Conducted SWOT analysis to build on improvements and address challenges
* Implemented shift-left through Self-Service capabilities, Automations, Knowledge Management
* Implemented ITIL processes - Event Management, Incident Management, Problem Management, Change Management, Service Request Fulfilment, Availability Management etc.
* Involved in complete ITIL Service Lifecycle from Strategy, Design, Transition, Operations to continuous Improvements
* Identify risks, plan risk response and monitor risks
* Performance reports to sponsor and other stakeholders
* Experience on bringing automation of repetitive tasks
* Integration of service now, Splunk, ansible, slack for smooth notifications
* Persona and product level dashboards
* Proficient in VC++, Scripting, SQL, Agile, PMA (Problem Management Analysis), Visual Studio, Remedy, ServiceNow, JIRA, Ansible, Splunk, Akamai, Batch, Autosys
* Manage offshore team of 8+ people
* Good communication and decision making skills
* Strategy to work with third parties
* Holds any kind of certifications

Thanks & Regards

Mohammed Shoaib

Sage IT Inc.


Client : Infosys