Service Management :

1. Take ownership of and deliver operational level agreements (OLA) and assure KPIs are met.

2. Develop & update the Service Catalogue.

3. Leverage experience in developing and rolling out service improvement programs.

4. Provides expert Incident and Problem management and ensures root-cause analysis with relevant teams is conducted with corrective / preventive action plans that are tracked with learnings applied for future benefit.

6. Facilitate communications between different teams where needed for special circumstances e.g. customer problems, service issues etc.

7. Multidimensional Analysis of Azure resources for Cost vs Usage, creating customized reports and work with different domains for optimization

8. Leverage various tools & technologies for effective performance.

9. DR Planning & testing

Infrastructure Work Packages (WP) Implementation – Cloud & On-prem Systems :

Manage relevant Work Packages  (Builds/Migrations/Upgrades) involving on-prem &/or Cloud (mainly Azure) components/Services. It involves effective technical coordination with technical teams – Unix, Windows, Databases, Application Administration, Platform, Network, Architects etc .

• WPs need to provide customers and internal management effective communication and influence on stakeholders – technical & functional - with regular meetings, reports and status updates with good planning including timelines, milestones, risks, issues, overall status.
• Conduct interactive status meetings with customers and technical teams to review ongoing activities and progress. 
• Define and/or verify scope and delivery parameters of (internal) customer’s demand and raise Change requests when required.
• Escalate issues, as needed, to keep projects/work packages/services on target and proactively work to resolve issues that may impact customer satisfaction or delivery.
• Conduct cut-overs & transitions to operations.. 

1. Strong exposure in customer facing & interfacing roles having end to end accountability in technical & ITIL processes.

2. Experienced in Cloud technologies, toolage & deployments (Microsoft Azure preferred). Well familiar with various infrastructure technologies – network, OS, DB, middleware, monitoring, integrations 

3. Understanding & interpretation of high-level architecture, data center setup, virtualization and UML diagrams. 

4. Strong project management skills with experience of test driven Development (Agile/Scrum). 

5. ITIL V4 /PMP certification preferred.

6. B Tech – IT, Electronics & Comm.

7. Proficient in Office tools – excel / project plan.

8. Understand digital transformation business drivers, cloud platforms and emerging computing trends.