Sr. Engineer - Cloud Operations

About The Company

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
  

Responsibilities

• Leading & managing Service Management Operations for the customers which includes Service Delivery & Service Assurance functions like Incident Management, Problem Management, Change Management.
• Work with the management to identify and address any issues that may impact the customer services
• Resolves Service assurance issues, mitigates risks, and manages scope change requests for all the deliverables.
• Responsible for providing all the regular Service operation updates to all required stakeholders & peers.
• Assess the risk as per Service Management criteria.
• Facilitate the negotiation of service performance criteria resulting in SLAs and SLO’s with IT Service Owner, Service Contributors and customers.
• Uses standard ITIL Methodology to analyze & streamline existing business processes and assist in creating new business processes.
• Handling all escalations from customer end & bridging the gaps among all parties
• Dealing with Client, Business partners, corporate team and other partners
• Organize weekly/bi-weekly/daily meetings with the leadership team for BAU updates/escalated management issues.
• Validates customer requirements & propose solutions in terms of changes, new implementations for customers.
• The role is to meet SLA requirements & ensure timely delivery for all Service Assurance related jobs.