Location: Ahmedabad/Navi Mumbai

Department : SOC

Primary Roles & Responsibilities: 

• Accountable for overall Customer success / Managed /Services delivery, which willcontainsignificant scope, ambiguity, risk & geographical spread over all regions of India. 
• Responsible for motivating, Leading and mentoring a highly skilled team of engineers spread across all regions of India ensuring that service standards are met, and operational risks arewell managed
• Coordinate with Sales and HR to Analyseand Plan foradditional resources recruitment as well as coordinate with HR to analyse and plan for employee turnover. 
• Responsible for fulfilment of contractual obligations/overall completion of deliverables as per agreed service levels and defined key performance indicators/project milestones maintainthe relevant documents.
• Should have Headed a team of direct & indirect reports of approx. 30.
• Responsible for communication of strategy/ initiatives/high level performance metrics- provide regular weekly and monthly reports on state of service delivery to the management.
• Responsible for the management of quality/ business process excellence in customer success / service delivery.
• Provides leadership and direction toteam within a significant part of the organization or across multiple /large project teams.
• Responsible for monitoring,measuring Buildingthe teams skills sets and capability ensure continuous upskilling and cross skilling of all team members on technologies and products implemented and supported by Eventus Tech sol. 
• Responsible for maintainingand regularly reviewing the engineer’s skills matrix as well as helping theengineers to maintain their individual skills development plan. 
•  Ensure collaboration and coordination with the vendors and Partners teams and process owners to drive a culture of customer centricity, continuous improvement, and service excellence.
• Build & manage people, process, tools & partnersrelationshiparound managed services delivery both local and remote through delivery centres. 
• Strive to build capabilities on domains such as Cloud, Automation etc.
• Maintain close coordination with Eventus Sales & Presales solutions teams to ensure smooth closure of activities like POC and project implementation.
• Maintain close coordination with the PMO to ensure that all relevant and requisite project execution and management documents like SOW, POA, Project tracker andSignoff documents are maintained regularly and accurately. 
• Should be able to provide the service delivery and project implementation documents like SLA, SOW, Project Solution build document etcasrequired. 
• Own the process of the Support desk / service desk – coordinate and work with the help desk coordinator to ensure that all support incidents are regularly recorded in the support ticketing system.
• Ensure that regular service delivery reviews are conducted as per SLA and reports are shared with allstake holders.
• Work with Sales andmarketingto further the customer satisfaction / feedback survey efforts. 

Requirements 

• Education / Experience Requirements 
• Bachelor’s degree in information technology, Business or related; or equivalent experience. 
• 10+ years’ experience in managing and operating Service Delivery processes; Technology Services. Managed Service industry experience is a must. 
• Excellent experience in handling / leading an IT Infra team. 
• Exposure around technologies such as Network, UCC, DC, Cloud, Virtualization, etc. 
• ITIL v3 Foundations certification required. ITIL v3 Intermediate preferred. Familiarity with ISO 20000 standard 
• Project Management experience, preferred. 
• Should have experience of leading a multi-location, team size of at least 30 in Managed Services space. 
• Demonstrated experience client facing, influencing, and consulting (providing options with pros, cons and risks) cross-functional teams. 
• Possess an understanding of various technology solutions such as Enterprise security – Email Security, Data centre, workload and cloud security, XDR, Enterprise firewalls, IDS and IPS. 
• Familiarity with Trend Micro security products will be an added advantage. 
• Will need to keep aware and updated of all organization’s key product and service offerings for which support is being provided. 
• Proficient in MS Office (Word, Excel, and PowerPoint), Outlook, SharePoint, ERP and related cloud-based technology systems.