Group Operations Manager

Job Summary

SD- Manager

Drive the Run Arena: Sys Admin, Storage and Backup etc

• Should be having experience running the Datacenter including Facility services, knowledge of Network
• Should be Customer Facing
• Middle Man between Customer -HCL
• 1st Point of contact: HCL and Customer
• Responsible for Process Management
• SLA Owner for specific BU
• Responsible for Service Improvement Initiatives
• Managing P&L for the account
• Set Exceptions and Expectations to the Customer
• Drive Outage Management and ensure speedy resolution
• Analyze the Impact and do Value Add
• Ensuring ZERO Human Error in the account
• Works with Internal support groups like RMG, WPC, Finance, GTS etc
• Provide details of Revenue Forecast and resource forecast
• Nominating members for academies for skill improvement.
• Own Problems: Stability of specific business unit. Drive the issues to permanent resolution. Drive Problem Management in the account.

• Point of Connect and Door Step to the Customer
• Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer
• Redefine team structure if required.
• Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.

• Act as a resource provider- Right Vendors and Resources on Call
• Present the data to Datacenter in charge of specific geography with the trends, improvements and progress
• Responsible for driving projects, and incidents. Works closely with Business for pricing and other financial issues.
• Directly interact with Customer BU and drive the resolution.
• Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
• Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team
• Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
• Create Confidence in Customer.

• SDM Time: 50%: Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting

Discuss improvement Areas with Vertical Leads

Key Responsibilities

SD- Manager

Skill Requirements

SD- Manager

Other Requirements

SD- Manager