Pre-requisition
- . Bachelor Degree in Computer Science, Computer Engineering or related discipline
- 8 years work experience in IT service delivery with min 3 years in cloud operations
- . Able to demonstrate strong leadership, excellent communication, and strong analytical skills to
- attend to detail.
- . Experience in managing enterprise clients and cross-functional teams.
Job Description:
Leadership & Strategy
- . Act as the Service Director's delegate when required, overseeing team priorities and
- strategic initiatives.
- . Drive cloud and service adoption strategies, aligning with business goals and customer needs.
- . Lead post-delivery operations including contract renewals, asset tracking, and
- maintenance reporting.
Cloud Service Delivery & Operations
- . Responsible for the delivery and operations of Broadcom VMware Private Cloud services,
- ensuring SLA compliance and system reliability.
- . Manage escalations and Severity 1 incidents, coordinating with internal teams and
- communicating with customers and stakeholders.
- . Monitor cloud infrastructure performance and proactively identify areas for optimization and
- automation.
Customer & Stakeholder Engagement
- . Serve as the primary escalation point for service issues and customer complaints.
- . Ensure transparent communication with customers throughout the escalation and resolution
- process.
- . Present monthly SLA summaries and service performance reports to clients.
Process Excellence & ITIL Adoption
- . Champion ITIL processes (Incident, Problem, Change) and guide the operations team in
- adoption and compliance.
- . Identify and implement process improvements and tool enhancements to support service
- delivery.
- Facilitate Service Improvement Plans and ensure continuous service enhancement.
Reporting & Governance
- . Prepare and present performance reports, improvement plans, and compliance metrics.
- . Oversee vendor management and ensure adherence to contractual obligations.
- . Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with
- business needs.
Availability & Support
- . Provide on-call support for critical systems and networks.
- . Maintain disaster recovery readiness and ensure security and compliance across cloud
- environments (as required)
