Associate Director-MS

Job Description

Role & responsibilities Lead the Delivery by owning one or more accounts and providing a customer-facing role Oversee the full delivery for a portfolio of complex projects, ensuring service excellence and client satisfaction Define and implement a strategy to increase the level of automation in overall service delivery. Drive the portfolio towards high standards of performance and stability, enhancing end customer experience Implement strategies to improve client and employee satisfaction, increase CSAT scores and reduce project attrition Define standards and process frameworks Identify areas of improvement, automation and shift left opportunities and implement the same Drive governance calls, implement governance and analytical reports Analyse performance issues and provide suggestions for tuning Transform support team to SREs Should be able to define and drive accelerators Preferred candidate profile Should have 15+ years of experience in leading large-scale applications. Should have 8+ experience in a leadership role within a Managed Services environment Should have very good understanding of the IT Infrastructure Library (ITIL) framework and various IT Service Management (ITSM) tools available in the marketplace Should be able to define and drive observability solutions for different applications Should possess strong expertise in Managed Services, cloud technologies, and emerging tech trends Should have exposure and good understanding of Open AI Should be hands on project governance Should be able to understand and communicate business strategy and drive technology solutions Should have knowledge on APM tools Splunk, Dynatrace, Quantum metrics, Thousand Eyes etc Should be able define and derive SLAs, KPIs required for a support project Should have end to end understanding of a large-scale application (Content tools, Front End Technologies, ERP systems, Backend applications, COTS tools etc) Should have very good understanding of anyone programming language Java, Python etc Should be able to drive strategic proposals Significant experience in implementing automations Sound experience in introducing and managing monitoring and alerting systems Demonstrated experience in improving system performance and stability Proven ability to lead and inspire teams, excellent communication skills, and a strategic mindset