Roles and Responsibilities:
Operational
- Leadership and Management: Oversee a specialized delivery team that provides technology-specific services to a designated group of customers, ensuring alignment with overall service objectives and customer needs.
- Incident Management and IT Operations: Take charge of ensuring seamless end-to-end incident management, effective change implementation, and the smooth operation of ongoing IT services
- Service Delivery Improvement: Proactively identify, create, and implement initiatives aimed at enhancing service delivery, continuously seeking opportunities to improve processes and customer outcomes.
- Availability Assurance: Ensure that the team actively drives stability plans and implements corrective actions to reduce outages and incidents, maintaining a high level of system reliability.
- Capacity and Performance Planning: Oversee the development and implementation of capacity and performance plans to prevent potential impacts on customer infrastructure, ensuring scalability and efficiency.
- Cross-functional Collaboration:



Collaborate effectively across teams and support functions to ensure a cohesive approach to service delivery.
- Crisis and Escalation Management: Be available for out-of-hours contact during Business Continuity Planning (BCP) situations or management escalations, ensuring rapid and effective resolution of critical issues.
- Customer Escalations: Address and monitor customer escalations as appropriate, ensuring timely resolution and maintaining customer trust and satisfaction.

People
- Adherence to HR Policies: Ensure compliance with local HR policies during the hiring process.
- Training and Development: Establish relevant training plans for team members to enhance their skills and motivate them to pursue industry-recognized certifications.
- Performance Management: Oversee the review process for employees, enabling effective management of team and individual performance.
- Mandatory Training Compliance:

📌 SAP Operations manager (Kolkata)
🏢 Brighttier
📍 Kolkata