Service Delivery Manager / Escalation Manager / Shift Lead L5 - Remote - India and Mexico timezone

SUMMARY:
Service Delivery Manager / Escalation Manager / Shift Lead

POSITION INFO:

Our Client a Global tech firm is seeking 8 Service Delivery Manager / Escalation Manager / Shift Lead to join their team in remotely on a Contract Basis. They offer stability, growth, attractive rates and a great working environment.

The resources will support India and Mexico, Standard working hours are 08:00 – 17:00 local time of the work location of the respective.

A-Shift (A) - S1

0600 - 1500 IST

B-Shift (B) - S2

1300 - 2200 IST

**C-Shift (C) - S3

2130 - 0630 IST**

Mexico

G-Shift (G)

08:00 – 17:00 MX TIME

Responsibilities

• Oversee the planning and execution and delivery of network services, ensuring quality and adherences to service level agreement.
• Escalation management (serve as a primary POC for escalated network issues)
• Coordination and communication within and internal team .
• RMA tracking, incident and problem resolution.
• Reporting and documentation (technical and work volumes)

Experience

• Minimum 10+ years relevant experience in a senior network engineer role, at least 5 years in data centre environments

Technical Skills

• Ability to solve complex infrastructure issues, together with senior engineers of other technical domains
• Ability to lead a team of other engineers
• Ability to ensure high quality of submitted change requests and associated implementations of complex changes
• Implementation including associated risk assessments and mitigation strategies.
• Working on monitoring/orchestrator tools
• Knowledge of security aspects on systems

Other Skills

• Profound ITIL knowledge, ability to guide/coach others
• Working via a standard ITSM tools
• Good communication skills, Technical & Business English (spoken & written)
• Positive, proactive, and customer-focused attitude
• Ability to learn quickly, willingness to comply with procedural guidelines