Sr Manager - Cloud Operations

Seeking a highly motivated and experienced ProjectManager - Technical account manager. In this customer-facing role, candidatewill be responsible for overseeing the successful delivery and servicesassurance support lifecycle for services (Managed Hosting - cloud,Microsoft End user service, Managed security services, Managed connectivitylike MPLS, ILL etc)) offered to end customer directly at our client'slocations. You will be the primary point of contact for our clients, ensuringenhanced customer experience.
Responsibilities
*Serve as the primary technical client contact andadvocate for day to day and escalated issues and requests

* Ensuringsatisfaction through proactive communication, issue resolution, and regularengagement (status calls, QBRs, documentation).

*Safeguard existingrevenue streams while identifying and driving new business opportunities withinaccounts through strategic collaboration with sales teams.

*Lead key initiativeslike DC-DR drills and post-deployment handovers, manage service improvementplans, and *ensure timely delivery of customer project milestones.

*Collaborate with internal teams and subject matter experts to align onproject goals, optimize customer investments, and provide leadership acrossbusiness units.

Track capacity,risks, and service improvements; maintain related trackers; and provide regularaccount status updates to senior management and stakeholders.

* Understanding of POA& Leading Major activity e.g. DC DR drill, Handover post deployment

Regularlyphase out Service Improvement plans (Technical & Process) to customer &maintain a related tracker

Should also beable to drive related Customer Project deliverables.

Monitoring, managing, and administering themonetary terms of SLAs and other billing related aspects.

*Providethe relevant reports including real time as well as pastdata/information/reports for the department to validate the billing and SLArelated penalties. The reports shall consist (not limited to) of:

Summaryof resolved unresolved and escalated issues / complaints.

Logsof backup and restoration undertaken reports.

Componentwise Virtual machines availability and resource utilization reports.

ConsolidatedSLA / Non- conformance reports. (Detailed Daily, Weekly, Monthly Progress Report)

Clarity on SOP of Operations andMonitoring.

Shouldbe able to do customer Architectural review

Wouldneed to work from Office or customer location (Mumbai)

TrackingInventory including licenses.

SLAreconciliation and resolving associated billing disputes.

Support,Revenue enhancement through accelerated deliveries.

Desired Skill sets & requirement
B.E./B.Tech/ MCA ( profile expects min 12-15 yrs of experience in which 10+ yrs experience requested for PM )

In managingand implementing large multilocation IT Network Projects

Experience of implementing end to end Projects inPSU/ Government Bodies/ Autonomous Organizations (Under any Indian Governmentlaw) in India.

Certifications: PMP / Prince2 Certification (Ifcertified better).

Technical Certification: Vmware, Openstack, OperatingSystem

Proficientin Windows/Linux systems and virtualization technologies with strong technicalunderstanding of Linux OS, storage, Networkand backup solutions.

. Experienced inpublic and private cloud environments, with exposure to firewalls, proxies,IDS/IPS, SIEM, DDoS protection, and Zscaler.

.Familiarwith MPLS, and ILL, ensuring robust enterprise connectivity and communication.

. Familiar withInfoSec trends, enabling effective positioning of security solutions forcustomers.

Strong analytical mindsetwith proven ability to troubleshoot and resolve complex technical issuesefficiently.

Excellentlogical reasoning to assess technical issues.

CapacityManagement for customer infrastructure and services.

RiskIdentification and tracking for Customer infra

Leadingcustomer calls and getting into conclusion on the purpose of the call.

Abilityto audit customer infrastructure and suggest improvements.

Abilityto forecast churn and upgrades for account base.

Abilityto tailor message formats and contents to the audience and get heard.

Abilityto manage multiple initiatives simultaneously.

Comfortabledealing with complex customer relationships, decision processes and competingagendas

Abilityto travel for customer meeting/service reviews or Resident On site at CustomerPlace

The standard working hours are from09:30 am to 06:30 pm, Flexibility may be required to accommodate projectdeadlines.