Manager – Service Delivery

About us:

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.
 

About Role:

Reporting to the Patch Leader, you will be part of the Patching COE Operations team, supporting patching for OS or Applications for Ensono’s clients. To support the managed service customers, delivering outstanding levels of support on the systems. This will be done following the Advanced change control and customer procedures. This person will be client-facing with multiple customers in our datacenter spread across US, UK and Europe. The Manager should have 15+ years of experience in managing Windows/Linux OS including rich patching experience with various third-party patch management tools or manually along with people management skills. This person should be a self-starter with proactive, problem-solving, and independent thinking. 

The Patch team is responsible for maintaining and enhancing the service we deliver to our clients by effectively: 

• Standardizing the patching process across our clients to deliver service consistently 

• Patching all the servers at defined frequency. Monthly for Windows, Quarterly for Linux 

• Managing client/Internal communication on all patching related activities 

• Reviewing and analyzing the patch failure trends  

• Reducing the patching failures through root cause analysis 

• Identify and execute the automation opportunities to generate efficiencies in team and be able to manage workload efficiently 

• Report the compliance of patching to our clients 

• Collaborating with internal departments to mitigate Patching related issues 

Key Responsibilities 

• Accountable for end-to-end Patch Management lifecycle including Planning, Scheduling, and Execution and Patch tool deployment and management 

• Key technology expert with strategic responsibility for the technical and operational results of Patch Management 

• Manage a team of Patch Management resources responsible for software and security patching of server assets, including all PCI, SOX and Tier 1 systems 

• Ensure Patch schedules are defined for all clients and no conflicts are encountered 

• Publish and maintain Monthly/ Quarterly Patching calendar 

• Ensuring patching is getting executed as per defined schedule for customers 

• Ensuring tickets are timely closed and failed patches are re-scheduled post closure of issues  

• Governance of Patching activities to ensure compliance to patching metrics  

• Analyze patch failures trends and work with stakeholders to determine preventive actions  

• Managing day-to-day issues and escalations from clients 

• Coach team with technical-know how of Patching and its related failures and resolution  

• Help maintain compliance for industry certifications such as PCI , SOC Audits and ensure evidences are provided timely to auditors 

• Participate in onboarding new clients and ensuring critical information is gathered  

• Identify and lead initiatives for process improvements or automation to make process efficient 

• Ensure adherence to ITIL processes for raising changes, incidents, problems 

• Stay informed for advances in patch mgmt. technologies, configuration, and administration  

Knowledge 

• Expert and hands on experience on OS Management (Windows and/or Linux/Unix) 

• Exposure to centralized automated patching services i.e. WSUS, SCCM, Ivanti, AWS Patch Manager, Azure Patch Manager, Satellite, Manage Engine etc.  

• Knowledge of the ITIL framework 

• Expert knowledge of reporting through Excel to perform analysis or produce reports is essential  

• Knowledge of automating through shell /scripting (any bash, PowerShell, Perl, VB Scripting, Excel Macros, Python) , CHEF, Ansible playbooks, AWX etc. 

• Basic understanding of other Infrastructure technologies including, ESXi, Storage/Backup and Networking, Database is desirable 

Skills 

• Analytical skills and Problem-Solving Ability  

• Excellent customer service skills 

• Effective and clear communication skills, with ability to describe complex technical scenarios in concise manner with confidence and conviction to all levels of mgmt. 

• Self-starter, willingness to learn quickly, a can-do attitude and motivated to succeed and grow 

• Strong sense of ownership & urgency, ability to prioritize, attention to detail, flexibility, sense of vigilance & adherence to all compliance procedures& policies. 

• Respectful of different cultures, working with colleagues from across all the globe. 

Experience 

• Minimum 12+ years of working experience supporting patching across infrastructure components  

• Experience on Manual Patching or Automated Patching through tool is MUST 

• Experience with one or more patching tools (Ivanti, Foreman, SCCM, Manage Engine, Qualys etc.) for patch management and package distribution across on-premises and cloud hosted assets 

• Familiar with Security standards, PCI Remediation and other Audit requirements 

• Strong understanding of Windows or Linux Operating systems 

• Good knowledge on working and reporting on Excel  

• Basic Knowledge on Shell scripting / Perl / Python/ AWX etc  is required 

• Experience with managing patching operations across multiple OS (Windows, Linux etc) and applications like SharePoint, exchange, SQL/Oracle servers, Other applications is highly desirable 

• Vulnerability assessment to help identifying false positives and remediate vulnerabilities across different infrastructure areas is highly desirable