Delivery Architect - Hosting

Description

Description

• Serve as the primary point of contact for the Infra hosting program across on-prem and cloud.
• Own end-to-end service delivery across functional and technical streams, ensuring adherence to SLAs and KPIs.
• Lead cross-functional teams of Backup, Storage, Database Administration, and Cloud Administration to deliver high-quality support and continuous improvements.
• Oversee the full incident lifecycle, including monitoring, prioritization, root cause analysis, and resolution—supported by proactive trend analysis.
• Govern the Change Request (CR) process from scoping and estimation to approvals, implementation, and closure.
• Collaborate with cross-functional teams on network, access controls, and landscape optimization.
• Define and enforce SOPs, escalation processes, and communication protocols for critical and high-impact issues.
• Oversee L1, L2, and L3 support delivery with 24x7 coverage through effective coordination between onshore and offshore teams.
• Drive ITIL-based processes for incident, problem, change, and release management.
• Monitor service performance via KPIs, SLAs, and dashboards, and lead continuous service improvement initiatives.
• Conduct regular service review meetings with stakeholders to ensure high levels of client satisfaction.
• Manage the pipeline for change requests in line with governance protocols and provide regular status updates and executive reporting.
  

Skills And Experience

• 14+ years of IT experience, with at least 6 years in infrastructure delivery management or architectural roles.
• Microsoft Certification in Azure Administrator Associate / Expert is desirable.
• AWS-Certified SysOps Administrator / Solutions Architect will be preferred.
• VMware Certified Professional or HPE SimpliVity Certification will be an advantage.
• Strong experience managing large-scale infrastructure support engagements.
• Capable of designing the entire new architecture for large, mid, or small infrastructure deployments.
• Very good understanding of cloud-native solutions using AWS and Azure.
• Hands-on with deployment of cloud VMs and Windows servers.
• Exposure to cloud storage and backup.
• Expert-level knowledge of Microsoft Azure.
• Good working experience in cloud and virtualization administration.
• Experience working in hybrid onshore-offshore delivery models.
• Proven experience in handling Infra support programs.
• Excellent communication, stakeholder engagement, and escalation management skills.