Noida, Uttar Pradesh
Job Summary
To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and within the cost budgeted for providing the support.
Key Responsibilities – SDM 1. Service Delivery & Governance Own end-to-end service delivery across: Hybrid Cloud (Public + Private + On-Prem) Database platforms (Oracle, SQL Server, PostgreSQL, etc.) Network services (LAN/WAN, Firewalls, VPN, Load Balancers) ITSM & Enterprise Tools (ServiceNow, Monitoring, Automation) Ensure SLA/KPI adherence across Incident, Problem, Change, and Request management. Conduct weekly/monthly governance reviews with stakeholders. Drive RCA for major incidents and ensure preventive measures are implemented. Manage risk, compliance, and audit requirements (GxP, HIPAA, SOX as applicable). 2. Hybrid Cloud & Infrastructure Oversight Oversee operations across AWS/Azure/GCP and On-Prem environments. Ensure availability, scalability, performance, and cost optimization. Manage cloud governance, access controls, backup, DR, and resilience planning. Collaborate with architecture teams for modernization initiatives. 3. Database & Network Management Ensure database performance, security, patching, and capacity planning. Oversee high availability, replication, and DR strategies. Ensure network uptime, performance monitoring, firewall compliance, and secure connectivity. Manage vendor coordination for hardware/network components. 4. ITSM & Tools Governance Govern ServiceNow processes (Incident, Problem, Change, CMDB). Ensure monitoring coverage across infrastructure, applications, and network. Drive automation initiatives for operational efficiency (Runbook automation, AI-Ops, self-healing). Improve service desk effectiveness and ticket quality. 5. Customer & Stakeholder Management Act as single point of contact for IT service delivery at client site. Build strong relationships with IT leadership, business stakeholders, and compliance teams. Present operational dashboards, SLA reports, and improvement roadmaps. Manage escalations and executive communications effectively. 6. Regulatory & Compliance (Life Sciences Focus) Ensure IT services comply with: GxP validation requirements 21 CFR Part 11 Data integrity and audit controls Support internal and external audits. Maintain validated system documentation and change traceability. 7. Financial & Contract Management Track service consumption and cost optimization. Support budgeting, forecasting, and contract compliance. Identify opportunities for transformation and automation savings. 8. Team & Vendor Management Lead onsite and offshore teams. Manage cross-functional teams (Cloud, DBA, Network, Tools). Ensure resource planning and skill alignment. Evaluate vendor performance and enforce accountability. Required Skills & Qualifications Technical Competencies Strong understanding of: Hybrid Cloud (AWS/Azure/GCP + On-Prem) Database platforms (Oracle, SQL, PostgreSQL) Enterprise Networking ServiceNow ITSM modules Monitoring tools (Dynatrace, AppDynamics, SolarWinds, SCOM, etc.) Automation tools (Ansible, PowerShell, Python, RPA) Process & Governance ITIL v3/v4 certified (preferred) Experience in SLA/KPI management Strong knowledge of change management in regulated environments Leadership Skills Strong stakeholder engagement skills Executive-level communication capability Crisis management and decision-making ability Experience managing multi-vendor ecosystems
Key Responsibilities
1. To define and implement clear service level agreements (SLAs) for support operations.
2. Managing Cost of providing service within budgeted levels
3. Ensure process effectiveness and continual service improvement
4. Managing risks and escalating appropriately to Sr Management
5. Co-ordination with onsite track leads and engaging with Customers
6. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.
Key Responsibilities – SDM 1. Service Delivery & Governance Own end-to-end service delivery across: Hybrid Cloud (Public + Private + On-Prem) Database platforms (Oracle, SQL Server, PostgreSQL, etc.) Network services (LAN/WAN, Firewalls, VPN, Load Balancers) ITSM & Enterprise Tools (ServiceNow, Monitoring, Automation) Ensure SLA/KPI adherence across Incident, Problem, Change, and Request management. Conduct weekly/monthly governance reviews with stakeholders. Drive RCA for major incidents and ensure preventive measures are implemented. Manage risk, compliance, and audit requirements (GxP, HIPAA, SOX as applicable). 2. Hybrid Cloud & Infrastructure Oversight Oversee operations across AWS/Azure/GCP and On-Prem environments. Ensure availability, scalability, performance, and cost optimization. Manage cloud governance, access controls, backup, DR, and resilience planning. Collaborate with architecture teams for modernization initiatives. 3. Database & Network Management Ensure database performance, security, patching, and capacity planning. Oversee high availability, replication, and DR strategies. Ensure network uptime, performance monitoring, firewall compliance, and secure connectivity. Manage vendor coordination for hardware/network components. 4. ITSM & Tools Governance Govern ServiceNow processes (Incident, Problem, Change, CMDB). Ensure monitoring coverage across infrastructure, applications, and network. Drive automation initiatives for operational efficiency (Runbook automation, AI-Ops, self-healing). Improve service desk effectiveness and ticket quality. 5. Customer & Stakeholder Management Act as single point of contact for IT service delivery at client site. Build strong relationships with IT leadership, business stakeholders, and compliance teams. Present operational dashboards, SLA reports, and improvement roadmaps. Manage escalations and executive communications effectively. 6. Regulatory & Compliance (Life Sciences Focus) Ensure IT services comply with: GxP validation requirements 21 CFR Part 11 Data integrity and audit controls Support internal and external audits. Maintain validated system documentation and change traceability. 7. Financial & Contract Management Track service consumption and cost optimization. Support budgeting, forecasting, and contract compliance. Identify opportunities for transformation and automation savings. 8. Team & Vendor Management Lead onsite and offshore teams. Manage cross-functional teams (Cloud, DBA, Network, Tools). Ensure resource planning and skill alignment. Evaluate vendor performance and enforce accountability. Required Skills & Qualifications Technical Competencies Strong understanding of: Hybrid Cloud (AWS/Azure/GCP + On-Prem) Database platforms (Oracle, SQL, PostgreSQL) Enterprise Networking ServiceNow ITSM modules Monitoring tools (Dynatrace, AppDynamics, SolarWinds, SCOM, etc.) Automation tools (Ansible, PowerShell, Python, RPA) Process & Governance ITIL v3/v4 certified (preferred) Experience in SLA/KPI management Strong knowledge of change management in regulated environments Leadership Skills Strong stakeholder engagement skills Executive-level communication capability Crisis management and decision-making ability Experience managing multi-vendor ecosystems
Skill Requirements
Key Responsibilities – SDM 1. Service Delivery & Governance Own end-to-end service delivery across: Hybrid Cloud (Public + Private + On-Prem) Database platforms (Oracle, SQL Server, PostgreSQL, etc.) Network services (LAN/WAN, Firewalls, VPN, Load Balancers) ITSM & Enterprise Tools (ServiceNow, Monitoring, Automation) Ensure SLA/KPI adherence across Incident, Problem, Change, and Request management. Conduct weekly/monthly governance reviews with stakeholders. Drive RCA for major incidents and ensure preventive measures are implemented. Manage risk, compliance, and audit requirements (GxP, HIPAA, SOX as applicable). 2. Hybrid Cloud & Infrastructure Oversight Oversee operations across AWS/Azure/GCP and On-Prem environments. Ensure availability, scalability, performance, and cost optimization. Manage cloud governance, access controls, backup, DR, and resilience planning. Collaborate with architecture teams for modernization initiatives. 3. Database & Network Management Ensure database performance, security, patching, and capacity planning. Oversee high availability, replication, and DR strategies. Ensure network uptime, performance monitoring, firewall compliance, and secure connectivity. Manage vendor coordination for hardware/network components. 4. ITSM & Tools Governance Govern ServiceNow processes (Incident, Problem, Change, CMDB). Ensure monitoring coverage across infrastructure, applications, and network. Drive automation initiatives for operational efficiency (Runbook automation, AI-Ops, self-healing). Improve service desk effectiveness and ticket quality. 5. Customer & Stakeholder Management Act as single point of contact for IT service delivery at client site. Build strong relationships with IT leadership, business stakeholders, and compliance teams. Present operational dashboards, SLA reports, and improvement roadmaps. Manage escalations and executive communications effectively. 6. Regulatory & Compliance (Life Sciences Focus) Ensure IT services comply with: GxP validation requirements 21 CFR Part 11 Data integrity and audit controls Support internal and external audits. Maintain validated system documentation and change traceability. 7. Financial & Contract Management Track service consumption and cost optimization. Support budgeting, forecasting, and contract compliance. Identify opportunities for transformation and automation savings. 8. Team & Vendor Management Lead onsite and offshore teams. Manage cross-functional teams (Cloud, DBA, Network, Tools). Ensure resource planning and skill alignment. Evaluate vendor performance and enforce accountability. Required Skills & Qualifications Technical Competencies Strong understanding of: Hybrid Cloud (AWS/Azure/GCP + On-Prem) Database platforms (Oracle, SQL, PostgreSQL) Enterprise Networking ServiceNow ITSM modules Monitoring tools (Dynatrace, AppDynamics, SolarWinds, SCOM, etc.) Automation tools (Ansible, PowerShell, Python, RPA) Process & Governance ITIL v3/v4 certified (preferred) Experience in SLA/KPI management Strong knowledge of change management in regulated environments Leadership Skills Strong stakeholder engagement skills Executive-level communication capability Crisis management and decision-making ability Experience managing multi-vendor ecosystems
Other Requirements
Key Responsibilities – SDM 1. Service Delivery & Governance Own end-to-end service delivery across: Hybrid Cloud (Public + Private + On-Prem) Database platforms (Oracle, SQL Server, PostgreSQL, etc.) Network services (LAN/WAN, Firewalls, VPN, Load Balancers) ITSM & Enterprise Tools (ServiceNow, Monitoring, Automation) Ensure SLA/KPI adherence across Incident, Problem, Change, and Request management. Conduct weekly/monthly governance reviews with stakeholders. Drive RCA for major incidents and ensure preventive measures are implemented. Manage risk, compliance, and audit requirements (GxP, HIPAA, SOX as applicable). 2. Hybrid Cloud & Infrastructure Oversight Oversee operations across AWS/Azure/GCP and On-Prem environments. Ensure availability, scalability, performance, and cost optimization. Manage cloud governance, access controls, backup, DR, and resilience planning. Collaborate with architecture teams for modernization initiatives. 3. Database & Network Management Ensure database performance, security, patching, and capacity planning. Oversee high availability, replication, and DR strategies. Ensure network uptime, performance monitoring, firewall compliance, and secure connectivity. Manage vendor coordination for hardware/network components. 4. ITSM & Tools Governance Govern ServiceNow processes (Incident, Problem, Change, CMDB). Ensure monitoring coverage across infrastructure, applications, and network. Drive automation initiatives for operational efficiency (Runbook automation, AI-Ops, self-healing). Improve service desk effectiveness and ticket quality. 5. Customer & Stakeholder Management Act as single point of contact for IT service delivery at client site. Build strong relationships with IT leadership, business stakeholders, and compliance teams. Present operational dashboards, SLA reports, and improvement roadmaps. Manage escalations and executive communications effectively. 6. Regulatory & Compliance (Life Sciences Focus) Ensure IT services comply with: GxP validation requirements 21 CFR Part 11 Data integrity and audit controls Support internal and external audits. Maintain validated system documentation and change traceability. 7. Financial & Contract Management Track service consumption and cost optimization. Support budgeting, forecasting, and contract compliance. Identify opportunities for transformation and automation savings. 8. Team & Vendor Management Lead onsite and offshore teams. Manage cross-functional teams (Cloud, DBA, Network, Tools). Ensure resource planning and skill alignment. Evaluate vendor performance and enforce accountability. Required Skills & Qualifications Technical Competencies Strong understanding of: Hybrid Cloud (AWS/Azure/GCP + On-Prem) Database platforms (Oracle, SQL, PostgreSQL) Enterprise Networking ServiceNow ITSM modules Monitoring tools (Dynatrace, AppDynamics, SolarWinds, SCOM, etc.) Automation tools (Ansible, PowerShell, Python, RPA) Process & Governance ITIL v3/v4 certified (preferred) Experience in SLA/KPI management Strong knowledge of change management in regulated environments Leadership Skills Strong stakeholder engagement skills Executive-level communication capability Crisis management and decision-making ability Experience managing multi-vendor ecosystems
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