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 ownership costs.
• Strictly adhere to the set procedures and follow the guidelines.
• Ensures strict compliance on agreed SLA for issue resolution.
• On Call 24x7.
• Lead and mentor a team of infrastructure professionals, fostering a culture of continuous improvement and innovation.
• Develop and implement infrastructure strategies aligned with organizational goals and industry best practices.
• Collaborate with cross-functional teams to design and deploy scalable, secure, and efficient infrastructure solutions.
• Manage infrastructure budgets, resource allocation, and vendor relationships to optimize costs and performance.
• Conduct regular infrastructure audits and risk assessments to ensure compliance with security standards and regulations.
• Stay updated on emerging technologies and trends in infrastructure management, recommending and implementing improvements as appropriate.

Qualifications

• Bachelor of Science in Computer Engineering, Computer Science, or Electronics and Communications Engineering
• Strong technical knowledge in related business areas
• Excellent customer service skills with a commitment to delivering high-quality support
• Ability to work collaboratively and make decisions independently
• Adaptable to change and willing to work different shifts or locations as required
• Demonstrated leadership skills and ability to motivate others

Additional Information

• 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.