Sr. Project Manager / Customer Success Manager
(8Hrs. X 6 Days a week)
5-Days Onsite / 1-Day Remote
Location:- Mumbai
Experience:- 8 to 10 Years
Key Responsibilities:-
1. Operations Governance & Service Management:-
Lead Overall Operations Management for multiple Datawarehouse Project Operations engagements by HPE.
Act as Second Line (L2) Operations Support Lead for critical escalations and operational governance.
Ensure smooth day-to-day functioning of:
Data Warehouse Platforms
ETL / Data Integration Services
Infrastructure Services
Reporting and Analytics Platforms
Govern Operational Processes aligned to ITIL best practices.
2. SLA & Service Delivery Management:-
Ensure adherence to all agreed Service Level Agreements (SLAs), including:
Minimum 99.5% Monthly Uptime for Data Platforms and associated Platforms
Incident response and resolution timelines
ETL completion timelines
Service restoration targets
Monitor operational dashboards and proactively identify SLA breach risks.
Implement corrective and preventive measures to improve service reliability and operational efficiency.
Drive continuous service improvement initiatives to enhance customer experience and platform stability.
3. Incident, Problem & Escalation Management:-
Manage and govern Major Incidents (P1/P2), Problem Management, Escalation Management, Service restoration activities.
Track incidents from Initial ticket logging, Investigation, Resolution, Restore-to-service confirmation.
Coordinate with Internal Technical Teams, OEMs, Third-party support vendors.
Conduct RCA reviews, PIR (Post Incident Review), Corrective action tracking.
Lead war-room and bridge calls during critical outages.
4. Customer & Stakeholder Management:-
Maintain solid working relationships with:
Sr. Management & Stakeholders, Business Users, Technical Teams
Act as a trusted operational governance lead and first point of contact for customer escalations and service reviews.
Ensure timely communication on:
Incidents, Risks, Pl
📌 Sr. Project Manager (Mumbai)
🏢 GetAi
📍 Mumbai