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 strong 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, Planned activities, Service improvements
- Drive Governance meetings including:
- Weekly Reviews, Monthly Service Reviews, SLA Review Meetings, CAB Meetings

5. Runbook, Documentation & Governance:-

Develop, maintain, and govern:

- Runbooks, SOPs, Escalation matrices, Operations manuals, DR procedures, Support workflows

Maintain detailed tracking of:

- Risks, Issues, Dependencies, Progress, Service Metrics

Ensure documentation always remains updated and audit ready.

6. Resource & Vendor Management:-

Manage onsite/offshore operations resources across multiple technology towers.

- Coordinate with Infra Teams, BI/AUC Teams, ETL Teams, DB Teams, Cloud Teams, Security Teams.
- Ensure Vendor/Partner Teams meet operational SLAs and support obligations.
- Track team performance, shift coverage, resource utilization, and support readiness.

7. Change & Release Governance:-

- Govern Change Management processes ensuring Proper Impact Assessment, Risk Evaluation, Rollback Readiness, Minimal Business Disruption,



Participate in CAB reviews and approve operational changes where applicable.
- Ensure smooth deployment coordination and post-release validation.

Required Skills & Competencies:-

Technical & Operations Expertise:

- Robust understanding of ITIL processes, Datawarehouse Operations, Infrastructure Operations, Data/ETL/BI Reporting/XBRL environments, Monitoring & SLA governance.
- Exposure to Vertica / Cloudera / Talend environments (preferred), Cloud Platforms (Cloudian/AWS/Azure), Enterprise Monitoring Tools, ServiceNow / ITSM platforms.

Management & Governance Skills:-

Solid stakeholder and customer management capabilities.

· Excellent escalation handling and crisis management skills.

· Experience in handling large-scale operations teams and multi-vendor environments.

· Strong analytical and reporting capabilities.

· Ability to work under pressure in mission-critical support environments.

Preferred Experience:-

Experience supporting:

- Banking / Financial Services / Regulatory institutions.
- Government or PSU environments.

Experience Managing:

· 24x7 operations environments.

· SLA-bound managed services contracts.

· Large-scale infrastructure or data platform operations.

Educational Qualification:-

- Bachelor’s Degree in Engineering / Information Technology / Computer Science or related discipline
- MBA / MCA / ITIL / PMP certifications preferred

We are looking for a mature operations leader with strong governance, escalation management, customer handling, and service delivery capabilities who can successfully manage mission-critical operations for enterprise regulatory and financial platforms.

📌 Sr. Project Manager / Customer Success Manager (Mumbai)
🏢 GetAi
📍 Mumbai