Lead - Infrastructure

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

• Provide the required support to the management team in ensuring seamless operation and support to the customers.
• To provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction
• Efficient problem resolution and maximize the system availability.
• Review the frequently faced system problems and work on the improvements
• Identify pressure points and minimize risks.
• Contribute towards automation and minimizing issues by improving technology and reduce owner ship costs.
• Strictly adhere to the set procedures and follow the guidelines
• Ensures strict compliance on agreed SLA for issue resolution.
• On Call 24x7
  
  

• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering
• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
• Ability to work well with others in pursuit of business aims.
• Energy, enthusiasm and commitment to the business unit.
• Positive response to and recognition of the need for change.
• Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative.
• High standards of integrity and the ability to motivate self/others towards continuous performance improvement and personal development.
• Sound technical knowledge on the related business areas.
• Willing to work on different shifts and be assigned to other sites/location if required.
  
  

• MCP, MCSA,MCSE, ITIL Certification or equivalent preferred, with a minimum of 4 or 5 years of Experience in a relevant field.
• Familiar with Project Management and methodologies
• Technical experience with Windows Operating Systems, Active Directory, Cisco Networking, Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc.
• Familiar with standard concepts, practices, and procedures within information technology.