Job description:

ResponsibilitiesResponsible for abiding by the Service Requirements and the KPIs/SLA End-to-end delivery of the project: from project initiation, through project execution until successful closure of the projectDraft regular status reports about KPIs/SLA fulfilment Propose, discuss, and implement measures for service and resource optimisation Accountable for all divergence regarding the expected qualityManagement of project schedule, resources and qualityManagement of resources across different locationCooperate with all relevant stakeholders: client, client team, internal quality department, potential contractors and any other stakeholdersPresent on a regular basis the activity reports and the Service improvement plan to the customer Generate, lead and communicate metrics to key stakeholders, including those that are not well versed in agile practicesUnderstand and promote the benefits of DevOps approaches and tooling such as continuous integration, continuous delivery, test automation, code quality analysis, etc. Manage risks and issues and serve as escalation point for the projectAct as a point of escalations Provide regular status reporting to internal senior management and towards client/client teamEffectively leading technical professionalsEnsuring execution of quality deliverables within established schedulesCollaborating with client and/or client team to improve processes, results and understand client expectationAnalyze and develop estimates for new features or requirements together with the technical teamParticipate in pre-sales opportunitiesMotivate the team and serve as team builder of the teamRequirements and skillsOutstanding written and verbal communication skillsProven leadership ability with interpersonal skills and team building skillsNominal experience within an IT Service Management role developing IT processes, information flow, associated reports, and applications for defined service domain Familiar with risk managementPractical experience engaging with DevOps teams, tooling and practicesPractical experience in an Azure Cloud Managed Services businessFundamental knowledge of Networking and Hosting technologies and solutions Analytical and Problem solving skillsStrong customer orientation skillsFluent English

• To identify attrition percentage in accounts and take up initiatives to reduce the same
• To perform value addition activities (CIP & SIP) and implement strategies to improve productivity.
• To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation & self-driven initiatives.
• To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT)
• To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews
• To ensure generation of an account level EE & EN revenue
• To ensure absorption of freshers as per the defined account targets