Delivery Manager/Architect

Role & responsibilities

• 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.
• Manage the full incident lifecyclemonitoring, prioritization, root cause analysis, and resolutionwith 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 and ensure high levels of client satisfaction.
• Manage the pipeline for change requests in line with governance protocols.
• Provide regular status updates and executive reporting.

Preferred candidate profile

• 14+ years of IT experience with at least 68 years in Infrastructure delivery management roles.
• Strong experience managing large-scale Infrastructure support engagements.
• Require very good understanding of cloud native solutions using AWS, Azure
• Good experience on deployment of cloud VMs and Windows servers
• Exposure to Cloud storage and backup
• Expert level knowledge on Microsoft Azure
• Should have good working experience on Cloud & Virtualization Administration
• Proven experience in handling Infra support programs.
• Excellent communication, stakeholder engagement, and escalation management skills.
• Experience working in hybrid onshore-offshore delivery models.

Preferred Certifications:

• Microsoft Certified: Azure Administrator Associate / Expert
• AWS Certified SysOps Administrator / Solutions Architect
• VMware Certified Professional (VCP)
• HPE SimpliVity Certification