To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
Description
This is a lead position in the Disaster Recovery Management team that is managing the Recovery service for a Client’s IT environment. The role primarily involves –lead and support Recovery activities plan maintenance, oversee and conduct DR exercise Planning, execution coordination during an exercise or true-life recovery invocation activities for a heterogeneous technology environment.
This role seeks strong Coordination and managerial skills with multiple delivery teams to monitor day-to-day recovery readiness and preparedness of the environment and Reporting; coordinating activities during recovery activities execution during drills exercise and disaster declaration scenario.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
Responsibilities Lead and Coordinate to Plan & exercising of recovery testing for life science and health care customers Ability to perform various kinds of drills ranging from tabletop, application level, datacenter failover. Excellent understanding of recovery strategies and various Infrastructure Technologies – Like Storage, Backup, Networks, Security and Operating Systems (WINTEL, Linux, Solaris). Experience in identification of Technology domain causing incident or issues during a disaster recovery exercise. Excellent Understanding of Recovery & Resilience management life cycle. Experience in determining the adequate test environment drill & test plan requirements. Manage the various technology teams to develop drill Test Plans and Test Evaluation Summaries across heterogen
Other Requirements
Skills and Specifications
Ability to analysis critical factors impacting the recovery activities and success.
Should have undergone specialized training / Certification in Disaster Recovery & Management.
Task Coordination and Project Management skills
Network / Security / Storage / Backup Technology related experience.
Virtualization technology experience would be added advantage.
Communication & Presentation Skills.
Education & Qualifications
Bachelors degree or higher in Computer Science, Information Systems or a related field.
At least 8+ years of experience in computing or related area with a focus on technology and management.
Professional certifications such as ABCP/CBCP/ BS25999 would be added advantage.
Technology related Certifications will be an added advantage.
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