RESPONSIBILITIES

Client Portfolio Management – End of End owner of key accounts from IT Operations perspective
IT Service Management and Delivery – Lead Operational Reviews on SLA adherence, and ongoing projects with Client and Internal stakeholders.
Participate in ongoing Service Operations Reviews and also on new business growth calls with client / internal stakeholders.
Business Value Creation – Responsible for identifying, implementing and reviewing service improvement initiatives. Drive productivity improvements as per plan and control the cost of operation.
Driving Effectiveness of Compliance and Information Security as part of Operations of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
Major Incidents Database – Capturing all Client processes Downtimes / Application Issues and major Downtimes for usage in future.

REQUIREMENTS

Minimum 8 – 12 years in managing IT Operations of large client relationships (800+Seats)
Willingness to work in a 24/7 environment.
Graduate, Preference for B.E. / B.Tech with industry-recognized certifications like ITIL/ ITSM, PMP
Good understanding of Networking, Systems, Voice and business applications.
An industry-recognized certification like ITIL / ITSM is an advantage.
Understanding of Project management methodology