Key Responsibilities:
1. Team Management:
- Lead and manage a diverse, round-the-clock team of engineers, including SAP BASIS Administrators, Hana DBAs, Linux/Windows Administrators, and Cloud Engineers.
- Foster a collaborative and high-performing team culture.
- Conduct regular performance evaluations and provide constructive feedback to team members.
2. Customer Engagement:
- Attend customer calls to address and resolve escalations, including P1, P2, and P3 incidents, ensuring timely resolution in a 24x7 operational environment.
- Build and maintain strong relationships with customers to ensure satisfaction and retention.
- Participate in customer onboarding processes and meetings to understand their requirements and expectations.
3. Performance Evaluation:
- Perform regular performance evaluations for team members, setting clear goals and development plans.
- Identify and address any performance issues promptly and effectively.
- Recognize and reward high-performing team members.
4. Hiring and Onboarding:
- Manage the recruitment process to attract and hire top talent for the team.
- Oversee the onboarding process to ensure new hires are integrated smoothly and effectively into the team.
5. KPI and QBR Preparation:
- Prepare and present key performance indicators (KPIs) and Quarterly Business Reviews (QBRs) to internal stakeholders and customers.
- Analyze data to identify trends and areas for improvement, implementing necessary changes.
6. Customer Onboarding and Meetings:
- Take an active role in customer onboarding, ensuring a seamless transition and understanding of the service offerings.
- Regularly meet with customers to discuss their needs, provide updates, and gather feedback.
7. Deliverable Management:
- Ensure that all deliverables are met within the agreed timelines and quality standards, maintaining high service levels in a 24x7 operational environment.
- Monitor project progress and address any issues that may impact delivery.
8. RFP/RFI Development:
- Participate in the development and response to Requests for Proposals (RFPs) and Requests for Information (RFIs).
- Collaborate with cross-functional teams to create compelling proposals that meet customer requirements.
9. Team Development:
- Invest in the continuous development of the team through training, mentorship, and career development opportunities.
- Encourage innovation and the adoption of best practices within the team.
10. 24x7 Operational Oversight:
- Ensure continuous monitoring and support of cloud environments to maintain high availability and performance.
- Implement robust incident management and escalation processes to address issues promptly, minimizing downtime.
- Coordinate with global teams to ensure seamless 24x7 operations and handovers.
11. Growth in Commercial Space:
- Develop and execute strategies to expand the organization's presence in the commercial sector.
- Identify new business opportunities, forge partnerships, and drive revenue growth in the commercial market.
- Collaborate with the Sales and Marketing teams to develop targeted campaigns and offerings for commercial customers.
12. Framework Development:
- Develop and implement a comprehensive framework for the Managed Cloud Delivery business.
- Establish standard operating procedures, best practices, and governance models to ensure consistent and high-quality service delivery.
- Continuously improve the framework based on industry trends, customer feedback, and internal assessments.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
- Extensive experience in managing teams in a Managed Cloud Delivery environment, including 24x7 operations.
- Strong understanding of SAP BASIS, HANA, Linux/Windows administration, and cloud engineering.
- Proven track record of successfully handling customer escalations and delivering exceptional customer service.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, prepare reports, and present findings to stakeholders.
- Experience in the recruitment and onboarding of technical staff.
- Strong organizational and project management skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience with 24x7 operational support and incident management.
- Demonstrated ability to grow business in the commercial space.
- Experience in developing and implementing business frameworks and standard operating procedures.
- AWS Cloud Certifications(Architect/Professional)
- Azure/GCP Certification is a plus
- DOD Clearance