Key Responsibilities –

  • Responsible for overall delivery for the Service line.
  • Acts as a referral point for client issues, escalations, complaints and manages Crisis situations
  • Ensures that cost control is maintained and contributes to cost reduction, productivity and service improvement for the service line.
  • Responsible for all key deliverables across Operations including delivery excellence, sustenance of KPIs and SLAs for deliveries.
  • Responsible for multi-account, multi technology deliveries spread across the regions globally
  • Ensures effective Cost Management – Participate in cost budgeting, productivity savings, Cost Control and work on transformation projects to improve cost of delivery
  • Identifies and assists in the perusal of business opportunities within the existing contract with the Client.
  • Participate in review meetings, provides analysis, feedback and actions based on trends, root cause analysis and other reports.
  • Enhance the COE capabilities to drive operations excellence (proactively), leading run transformation projects, create assets and inculcate the culture of developing ‘Reference architecture’ (reusable assets, models by larger community)
  • Participate in presale product presentations, demos, customer evaluations as required
  • Team management – ramp up/ ramp down, skills retention, attrition management and appraisals.
  • Ensure right skilled resources assigned to delivery accounts as part of right shoring or any other opportunities

Person Profile:

  • 15-20 years’ experience in cross-cultural and geographically distributed organizations.
  • Self-driven and ability to work independently
  • Excellent communication and presentation skills
  • Good analytical and troubleshooting skills (the ability to think logically through a problem)
  • Must have the initiative, tenacity and commitment to see problems through to resolution
  • Able to respond to and resolve client queries and requests in a timely manner
  • A flexible approach with “Can do” attitude and ability to work well under pressure
  • Project Management experience would be added advantage.

 Technical Skills:

  • Knowledge or understanding of multiple Infrastructure areas across technologies (Server, Storage, Network, DB) especially around Wintel related technologies (AD, VMWARE, CITRIX, Windows, Messaging)
  • Understand business, process, application, infrastructure and technology relationships.
  • Providing technical leadership to internal project teams and clients
  • Effectively apply technical knowledge to pre-sales situations and crafting solutions for clients
  • Analyze incidents and problems, analyze multi-technology environments and suggest improvement plans.
  • Ability to build business cases and presenting them to leadership for approval and ability to articulate and explain business value for technology decisions.
  • Experience in capability build and offerings development.
Apply now