Bangalore, Karnataka
Job Summary
Service Delivery & Operations
Own end‑to‑end service delivery for Infrastructure and Cloud towers including Data Center, Network, Servers, Storage, Backup, Cloud (AWS/Azure), Security, and EUC.
Ensure adherence to SLAs, OLAs, XLAs , service credits, and contractual commitments.
Lead daily service operations, review incidents, problems, changes, and service requests to ensure timely resolution and zero business disruption .
Drive incident, problem, and major incident management including root cause analysis (RCA), corrective actions, and preventive controls.
Client & Stakeholder Management
Act as the primary interface for client IT leadership, business stakeholders, and governance forums.
Conduct weekly/monthly service reviews , operational governance meetings, and executive dashboards.
Proactively manage client expectations, escalations, risks, and dependencies.
Coordinate with vendors, OEMs, hyperscalers, and internal teams to ensure seamless service delivery.
Cloud & Technology Governance
Govern day‑to‑day cloud operations including availability, performance, cost optimization , security, and compliance .
Oversee cloud migrations, modernization initiatives, and hybrid infrastructure operations in collaboration with architecture and transformation teams.
Ensure compliance with security, access management, patching, vulnerability management , and platform standards.
Compliance & Regulatory Alignment
Ensure services are delivered in compliance with ITIL, ISO, SOC, SOX , and regulated industry controls (e.g., GxP where applicable ).
Support internal audits, client audits, and regulatory inspections by providing evidence, reports, and corrective action plans.
Enforce documentation standards, SOPs, runbooks, and operational controls.
Financial & Commercial Management
Own budget governance , effort tracking, and cost optimization initiatives.
Manage contract scope adherence, change requests, and demand forecasting.
Drive productivity improvements through automation, monitoring, and continuous improvement .
Team & Delivery Management
Lead onsite resources and ensure strong coordination with offshore delivery teams.
Support staffing, onboarding, shift coverage, and skills alignment.
Mentor team leads and engineers on service management best practices and client expectations.
Key Responsibilities
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Skill Requirements
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