Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B3201_2

Broad outline of the Role

Working as a Linux admin for the Punjab and Sind Bank..
Managing the RHEL 8 OS, DELL server VMware Vcenter
Dell Storage Neteorker backup. good experience in
installation Linux service configuration Vm creation, having
experience in basic shell scripting.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 4-7 years of experience

Other knowledge/skills

• Dell EMC Networker
  Solaris
  Linux
  VMware
  Storage Dell EMC Unity
  RHEL Linux
  VMware VSphere
  RHEL Linux

Key Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Knowledge / Skills