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 prospects 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 Pune
🏢 Brighttier
📍 Pune