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Cloud Service Manager

Cloud Service Manager

Opentext

3 - 8 years

6 - 10 Lacs

hyderabad

Posted:3 days ago| Platform:

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Skills Required

product management ticketing change management usage managed services cloud account management information management analytics monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, business reviews, issue tracking reporting and cross functional communication with other OT teams (i.e., support, sales, product management, etc.)
Managing customer expectations such that escalations can be avoided; if escalations do arise, the Cloud Service Manager follows the defined escalation management process.
Should be able to define process diagrams, detailed procedures, other service offering related Artifacts and measurement matrices for analysis and should be able to plan a course correction.
Regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments, and ensuring that issues get the right attention from the opentext management teams.
Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items
Support On-boarding of net-new cloud (single & hybrid) based customers
Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates. Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc
Review Contract documents, build book and flag nonstandard items
Create & maintain a repository of customer specific KPI s , Requirements , Customer contacts, environment details etc. in Client Success
Ensure Ticketing tool setup with correct details for each customer
Upgrade Activity, follow-up, and tracking
Prepare & present service engagement model to customer(s)
Collaborate on go-lives
Monitoring of Mailbox and responding to the customer as and when required.
Upgrade Activity, follow-up, and tracking
Record and analyze deviation in availability report and provide justifications
Ensuring Overages are invoiced
Willingness to work in shift (preferably NA shift hours)

What it takes

Bachelor s degree in a technical or business discipline, or equivalent
Strong client focus
At least 3+ years of IT experience in Service Delivery Roles and e experience in a client facing role within a software company is a plus.
Conversant in cloud technology and data center deployment , . ITIL certification preferred .
Knowledge with OpenText Suite of products
A level of comfort with creating and balancing fact-based analytics with real world application .
Able to work independently with positive problem-solving attitude
Demonstrable experience in developing and rolling out customer satisfaction improvement programs
Solid work ethic with a willingness to work overtime when required and willingness to work in shifts (preferably during NA hours)

What you will bring

You have a technical university/college degree
ITIL foundation certification is a plus
Proven knowledge/work experience in the area of incident / problem / change management
A high level of commitment, willingness to learn, and the ability to quickly apply new technologies
Good communication skills in English, verbally and in written

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Cloud Service Manager