Job description:

"Owns the delivery for Database, Middleware and Web Infrastructure platforms.
Manage Database and Middleware in different platforms including Windows, UNIX and Linux.
Engage Team in modernizing the existing Middleware and Database workloads.
Periodic Analysis of database, middleware activities and configuration parameters.
Interact with OEM for critical technical support
Drive delivery transformation, technology infusion, customer communication and benefit articulation
Derive unique strategies that support customer needs including identifying and analyzing technical problems and evaluating alternatives, developing and integrating solutions.
Liaise and manage collaboration between service lines to bring in synergies and ensure successful delivery
Setup delivery and governance rigor and reviews operational metrics, assess risk and drive mitigation plans, review SoW
Manager complex delivery, stakeholder manager, conflict resolution, and people management etc.
Report SLAs, metrics and other critical hygiene factors as per the contract
Report to our internal leadership team on overall engagement (like delivery, contract management, staffing, financials, etc.)
Establish and manager working relationship with other towers for delivery excellence
Lead / Service Owner for Customer and Employee Satisfaction
Focus on project opportunities and transformation initiatives
Implement ITIL process definitions along with automation
P&L responsibility of services offered
Architecture gap assessment studies Implementation of new technologies Consolidation/virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficiencies
"

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.