Job Description

Service Delivery as per the contracted SLA
· Manage Critical Incident & drive to immediate closures with necessary intervention.
· Regular analysis of tickets. Derive & Drive SIPs on process, tools & automation
· Review availability, scalability & capacity planning of the project resources
· Effective Customer & stake holder management
· Build, Lead, Coach and develop technical teams, Get into necessary technical discussions & guide teams
· Review and control the vendor & subcontractor performance
· Meet Organizational performance matrices as per applicable policies, Perform & Participate in various quality & risk audit as per applicable compliances
· Participate & drive renewals. Extend support to pre-sales cases for business benefits. Win, manage & run inflight projects
· Minimum 10 years of Infrastructure Service delivery experience
· 5+ years of experience in leading team of Infrastructure Services Delivery
· Deliver as per SOW commitments, plan for SLA improvement
· Analysis of Incident/Problem & Change tickets
· Track open issues & risks to drive to closure
· Launch & drive Improvement Plan for various project enhancements – Process, tools & automation
· Drive Optimization Plan as per project requirements and expectations – Availability, Scalability & Capacity Planning of project resources with Change controls
· Knowledge of Operationalizing policies, procedures, MIS, Forecasting and Scheduling techniques.
· Recruit, train and develop technical and supervisory personnel
· Review Subcontractors & vendors – monitor & control the cost and quality of deliverables      

Behavioral Skill

· Excellent written and oral communication skills
· Excellent presentation skills
· Excellent negotiation skill, sales acumen
· Interface with Senior management and drive actions identified from time to time
· Strong people management and highly customer centric.
· Strong process orientation
· Hands-on management style with a strong emphasis on leadership by example and accountability.
· Team Building & Management - A passion towards mentoring people, Perform Career / salary planning, Identify training, provide feedback & motivate team to deliver good C-SAT.
· Stake Holder Management - Interpersonal communicator who effectively interacts with clients and all levels of management.
· Effective Communication & Presentation Skills 

Must Have

· ITIL v3 foundation certified  

Good to have

Exposure to at least one Industry / Domain (Banking, Retail, Healthcare, Manufacturing, Resources)
Exposure to shared service environments
Transition and Solutioning skills for large deals
Contract management and pricing skills
Exposure to account firming and account growth

Requirements
Requirements:

Age less than 35 years
Candidates should be from Chennai location only
Job location: Taramani, Chennai
Experience in handling a team of 15 members
PAN India support
CTC: 12LPA or 20% hike(whichever is minimum); includes PLI(10%)
Education: Diploma in EEE/ECE/IT/CSE (or) Engineering (or) PG In CS/IT

Skills Required