Send Your CV To
Job Description
Location: Ahmedabad/Navi Mumbai
Department : SOC
Primary Roles & Responsibilities:
- Accountable for overall Customer success / Managed /Services delivery, which willcontainsignificant scope, ambiguity, risk & geographical spread over all regions of India.
- Responsible for motivating, Leading and mentoring a highly skilled team of engineers spread across all regions of India ensuring that service standards are met, and operational risks arewell managed
- Coordinate with Sales and HR to Analyseand Plan foradditional resources recruitment as well as coordinate with HR to analyse and plan for employee turnover.
- Responsible for fulfilment of contractual obligations/overall completion of deliverables as per agreed service levels and defined key performance indicators/project milestones maintainthe relevant documents.
- Should have Headed a team of direct & indirect reports of approx. 30.
- Responsible for communication of strategy/ initiatives/high level performance metrics- provide regular weekly and monthly reports on state of service delivery to the management.
- Responsible for the management of quality/ business process excellence in customer success / service delivery.
- Provides leadership and direction toteam within a significant part of the organization or across multiple /large project teams.
- Responsible for monitoring,measuring Buildingthe teams skills sets and capability ensure continuous upskilling and cross skilling of all team members on technologies and products implemented and supported by Eventus Tech sol.
- Responsible for maintainingand regularly reviewing the engineer’s skills matrix as well as helping theengineers to maintain their individual skills development plan.
- Ensure collaboration and coordination with the vendors and Partners teams and process owners to drive a culture of customer centricity, continuous improvement, and service excellence.
- Build & manage people, process, tools & partnersrelationshiparound managed services delivery both local and remote through delivery centres.
- Strive to build capabilities on domains such as Cloud, Automation etc.
- Maintain close coordination with Eventus Sales & Presales solutions teams to ensure smooth closure of activities like POC and project implementation.
- Maintain close coordination with the PMO to ensure that all relevant and requisite project execution and management documents like SOW, POA, Project tracker andSignoff documents are maintained regularly and accurately.
- Should be able to provide the service delivery and project implementation documents like SLA, SOW, Project Solution build document etcasrequired.