Job Description

Job Category: Full-Time Job Title: Senior Manager Work Location : Hyderabad Qualification s : BE/B.Tech. / MTech. / MCA/Degree in Computer Science Expereince: 8-12 years Working Conditions : Flexible to wo rk in EST/PST working hours . Key Responsibilities : Understand the suite of offerings and services provided to customers with focus on SLAs, processes unique to each customer and in-flight projects and actions currently underway. Develop and maintain excellent relations with key service managers and stakeholders in the customer organizations . Ensure internal delivery organizations show 100% adherence to customer processes and delivery timelines. Chair daily calls to co-ordinate open issues and next steps with the ability to track and report across multiple customers of varying sizes - from SMB to enterprise . Complete ownership of the incident and change management process fo r each individual customer as well as internal organization. Drive adherence to processes and tools, create / implement /improve processes, where found deficient or missing. Generate and circulate appropriate reporting which indicates status on open actions , SLA adherence and other areas of interest to customer/internal organization. Respond to customer queries, escalations and handle them on time. Act as bridge as well as foil between customer and internal teams. Take ownership of smaller operational projects and ensure that they are delivered as per process, on time and communicated well to the customer. Participate/take ownership of providing responses to RFP/RFI as and when received from new/existing customers. Own the resource allocation towards projects/customers and work with technical tower leads to identify resourcing gaps or over - allocation. Provide inputs to customer billing through effective use of timesheets. Act as a central point of contact for information flow for both customer and internal management and technical teams while handling significant customer outages. Chair the incident call from provider end. Work closely with onshore account managers, SDMs and sales teams to direct internal team resources to maximize customer value. Develop in co-ordination with management and sales organization, new service and product offerings and bring them to a shape where it is in a Go-To Market . Preferred Skills: 5-6 year s experience as SDM on IT Infrastructure related projects with US customers . ITIL Foundation v3 certified is a must . Additional ITIL training and certifications are preferred. Ability to communicate complex issues in a clear and simple way . Ability to develop and establish solid and trustworthy relationships . Good communication and coordination skills to manage relationships with internal teams, customers, consultant s and vendors . Ability to influence senior levels of management internally and externally . Process and result oriented, problem solving, decision and execution focused . Understanding of intercultural differences in a global environment.