Quality Control Manager jobs

Manager I, IT Operations

Summary

Manager I is responsible for end-user support across our deskside including network, telephony and application(s) environment. You will be asked to ensure maintenance, analysis, quality of troubleshooting and repair/replace/upgrade of deskside systems, hardware, software and computer peripherals with the respective platform teams, you will also as serve as an escalation point to ensure tickets/incidents are resolved according to Service level agreements. You will also ensure a judgment to determine priorities, prepare appropriate action plans and is accountable for end to end to IT operations delivery.

Main Responsibilities

• Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
• Solutioning and supporting new Transitions on Image & Desktops Readiness.
• Ensuring all PCI, HIPPA accounts are IT security compliant following PCI, HIPPA guidelines within the spans.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensure compliance & security for the site. Maintaining system compliance & audits following COPC, ISO 27001 standards & ensure 100% contract compliance.
• Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable.
• SSAE activity.
• PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
• Daily, weekly, monthly review of all pending tickets within the span
• Site Hardening testing.
• Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: guide permission, saving rights, software installation rights & software deployment on desktops.
• Validation & updation of images & documents on WDS / Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure & support b/w use of accounts and monthly reporting for bandwidth use.
• Validation of Client Asset/Software with client and ensuring all of these assets are a part of inventory.
• Update Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Manage Local DNS /DHCP/File server/Tivoli server for service delivery location as daily operation to support Business.
• Achieve and Maintain high IT VOC scores. Action planning for identified areas.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment

Qualifications and Experience Required

• 9+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor's Degree/Post Graduate (Or equivalent)
• ITIL V3, MCSE, CCNA or similar certifications required
• Knowledge of Windows, Network, Voice
• Knowledge of ITIL V3 Framework
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
• Flexibility to stretch & deliver within timelines.