Service Delivery Manager

Senior Manager - Service Delivery Manager (Storage SME)

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

This role is responsible for taking ownership of Storage and Backup technology Infrastructure and for service uptime / availability, to monitor, administer and support the core service SAN and NAS Storage and Backup infrastructure

Role Accountability 

1. Provide engineering solutions in the infrastructure space with responsibility for the Storage and Backup Infrastructure environment
2. Interact with application teams/Business to translate service SLAs to technology requirements
3. Interface with vendors/external partners to create /validate Bill of material/quantity to meet the technology requirements
4. Plan for projected growth and ensuring Storage and Backup Infrastructure ecosystem is built to sustain service capabilities over time
5. Manage day-to-day Operations, upgrades & administration and capacity planning, disaster recovery, and security where necessary
6. Ensure Timely procurement of resources for projects and support for vendor contract renewals
7. Assist business continuity and disaster recovery pertaining to Storage and Backup Infrastructure
8. Provide escalation support on critical issues pertaining to Storage and Backup Infrastructure
9. Lead change, incident and problem management pertaining to Storage and Backup Infrastructure, including review of RCA reposts
10. Execute change management and audit processes consistently with documented procedures and generate a new process when there is not an existing process
11. Provide routine maintenance and upgrades to server hardware, including software updates and firmware releases
12. Perform process documentation and compliance adherence

Measures of Success 

1. Daily availability and uptime of production in case of any disaster and emergencies 
2. Optimize cost of Storage & Backup infrastructure operations 
3. Ensure compliance with all organization policies / guidelines affecting information processing
4. Periodic & timely reporting of Storage & Backup infrastructure SLA metrics
5. Service uptime / availability % as per agreed SLA
6. Ensure resolution of vulnerabilities within timelines defined as per InfoSec Policy
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge and experience on Hitachi VSP Series VSPG , VSP 5K, EMC PMAX, VMAX, Unity NAS and 3PAR Storage architecture and administration.
2. Knowledge  and experience on Veritas NetBackup 8.X, 9.X, Oracle ZDLRA, Tape Libraries, D2D virtual tape libraries architecture and administration.
3. Knowledge of SAN / NAS Network configurations (SAN switches (Brocade Directors 8510, 8X /Cisco Director Switches, BNA, SAN Navigator, CISCO DCNM.
4. Knowledge on Virtualization & Migration techniques (NDM and UVM).
5. Understanding on SAN fabric, Virtual Fabric (VSAN), FCIP Configuration & management and Host to SAN connectivity.
6. Knowledge on configuring SAN Switches, adding new switch to an existing fabric (ISL & ICL), merging switch fabrics, Trunking, Switch Migrations & Code upgrades.
7. Ability to do Root Cause Analysis on storage and Backup issues.
8. Knowledge of related technologies like Unix/Linux, Windows, VMWare and databases is preferred. Validate and test Architecture and Storage : SAN , NAS , Fabric, SAN Switches, SAN Directors, NFS, CIFS, SMB, All Flash.Backup : Veritas NetBackup , Oracle ZDLRA.

Competencies critical to the role

1. Stakeholder management
2. Verbal and written communication
3. Change Management

Qualification 

Masters in Computer Science

Preferred Industry

IT

Experience Level

Senior Level