Job Description

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

Other Requirements

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