About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic setting with strong customer and partner networks.
Position Summary
End-to-end technical and delivery owner of the AI Fabrik engagement and PulseAI Managed Services: target operating model across security, network and PulseAI platform operations, SLA and availability governance, the named Service Delivery Manager function for Premium customers (monthly operational reviews, quarterly business reviews), architecture and observability evolution, delivery governance, and the customer executive interface.
Key Roles & Responsibilities
Own the PulseAI Managed Services operating model: tier-based delivery (Essential / Standard / Premium),
follow-the-sun coverage for customer business hours, the L1/L2/L3 escalation structure, the authority matrix, and the interlock with Gruve PulseAI product engineering.
Own SLA governance: availability of the Covered Platform (99% / 99.5% / 99.9%), acknowledgement and restoration performance, vendor-case timeliness, restoration-clock pauses and Excluded Events, service-credit exposure and the chronic-failure position; ensure Gruve monitoring remains the defensible system of record.
Serve as named Service Delivery Manager for Premium customers: monthly SLA reports, monthly operational reviews, quarterly business reviews, authorised-contact management and executive escalation.
Govern onboarding: Ready-for-Install gate, 14-day onboarding to a served endpoint, environment validation checklist, service commencement and the SLA appendix per customer.
Own the target operating model for security and netwo
📌 Security Operations Manager (Pune)
🏢 Gruve
📍 Pune