Senior Service Delivery Manager - Cloud Operations
6h ago

Key Responsibilities

  • Responsible to achieve Cloud KPIs as per plan (Target >
  • 99.9% availability for all customers, meeting all SLAs) and reporting the same to internal and external stakeholders.

  • Responsible for delivering incident SLAs and RCA based on priority.
  • Reduction of recurring incidents via Problem management
  • Responsible to drive Continuous Efficiency via Automation.
  • Ensure that new knowledge is encapsulated in the form of best practices, processes and tools.
  • Ensure that the processes are in place for SLA measurement and reporting
  • Tracking of escalations via Issue tracker and driving towards reduction of errors.
  • Handle the escalation by informing the higher stakeholders in timely manner
  • Pro-active identification of process improvements, automation possibilities, if any, technical delivery risks and provide probable solution
  • Weekly tracking of delivery, open issues, baseline metrics, recommendations & value-adds
  • Ensure weekly, monthly and quarterly deliverables are achieved and review all roadmaps to ensure both tactical and strategic impact can be achieved
  • Technical project auditing and risk assessment competencies
  • Ensuring resources are trained to utilize established methodologies, tools and best practices and in the resource development role, provide the leadership required to continuously improve these assets through encapsulation of field-based experience
  • Responsible for the development of core knowledge and capabilities for team
  • Build capability within practice by conducting workshops on tools, automation and Cloud processes.
  • Responsible for the team’s resources career development, utilization, skill enhancement.
  • Create prototypes, proof of concepts and conduct solutioning workshops
  • Work closely with the solutions team and the development team to map customer requirements to MetricStream standard products.
  • Understand customer requirements and propose the design and architecture for deploying the MSI Solution in MetricStream cloud
  • Ensure that Standard Operating Procedure (SOP) for process flows and quality enhancements are created and updated at regular intervals.
  • Lead in designing, specifying and selecting information system solutions, considering functionality, data, security, integration, infrastructure and performance
  • Understand the business requirement, identify key deliverables, and prioritize projects / tasks.
  • Estimate cost, and prepare business cases for IT solutions, considering infrastructure, licenses, development and support
  • Participate in the pre-sales process to understand customer business and technical objectives and product requirements
  • Skills and Experience

  • 15+ years of overall experience.
  • Experience in pro-actively identifying Service delivery risks and create mitigation plan
  • Experience in achieving Production deliverables using standardized best practices
  • Experience in delivering KPI reporting, Monthly reports, reviews and audits to stakeholders
  • Service Improvements using ITIL framework
  • Should have experience working with the following Databases ETL & BI tools - Cloud - AWS / Azure / GCA
  • Should have exposure to Pre-sales activities
  • Strong experience in Cloud Administration and Implementation
  • Experience in Cost optimization techniques in Cloud.
  • Strong experience in Managing big projects and delivery teams on On-prem and Cloud Operations
  • Experience in Cloud Migration
  • Support / troubleshooting Remote VPN, Site to Site VPN, VLAN, ACL, Routing
  • Enterprise monitoring systems (Solar Winds / Nagios / Cacti).
  • Disaster Recovery / Business Continuity planning.
  • Experience in Supporting routers, firewalls, layer 2 and layer 3 switches Fast-paced multi-vendor heterogeneous environments Network systems management and monitoring tools VPN’s and other remote access applications DNS, LDAP, NTP, Radius, GSLB, domains and various IP based applications Load Balancer and implementation
  • Experience in managing Production Support teams / projects size of 10 to 25 resources
  • Exposure to middleware Apache / Tomcat, JBOSS, Weblogic servers
  • Experience in deploying SAAS application
  • Familiarity with Oracle database administration
  • Good understanding of cloud and data center operations
  • Experience in virtualization technologies
  • Ability to Pursue excellence in all aspects of service and delivery.
  • Demonstrative ability of good project management skills planning, scheduling, risk management, and resource allocation based on expertise
  • Experience in delivering technical solution presentations to customer and technical audiences.
  • Experience in handling multiple projects with tight deadlines.
  • Strong interpersonal skills, as well as excellent written and verbal communication skills.
  • Desired Skills :

  • Exceptional knowledge on technical, communication and reporting skills.
  • Timeline driven, proactive and ability to organize and prioritize with limited guidance.
  • Strong knowledge on people-related standard operating process.
  • Education

    BE / B Tech / MCA or other equivalents

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