Drive the Run Arena: Sys Admin, Storage and Backup etc
- Should be having experience running the Datacenter including Facility services, knowledge of Network
- Should be Customer Facing
- Middle Man between Customer -HCL
- 1st Point of contact: HCL and Customer
- Responsible for Process Management
- SLA Owner for specific BU
- Responsible for Service Improvement Initiatives
- Managing P&L; for the account
- Set Exceptions and Expectations to the Customer
- Drive Outage Management and ensure speedy resolution
- Analyze the Impact and do Value Add
- Ensuring ZERO Human Error in the account
- Works with Internal support groups like RMG, WPC, Finance, GTS etc
- Provide details of Revenue Forecast and resource forecast
- Nominating members for academies for skill improvement.
- Own Problems: Stability of specific business unit. Drive the issues to permanent resolution. Drive Problem Management in the account.
- Point of Connect and Door Step to the Customer
- Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer
- Redefine team structure if required.
- Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.
- Act as a resource provider- Right Vendors and Resources on Call
- Present the data to Datacenter in charge of specific geography with the trends, improvements and progress
- Responsible for driving projects, and incidents. Works closely with Business for pricing and other financial issues.
- Directly interact with Customer BU and drive the resolution.
- Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
- Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team
- Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
- Create Confidence in Customer.
- SDM Time: 50%: Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting
Discuss improvement Areas with Vertical Leads
Key Responsibilities
SD- Manager
Skill Requirements
SD- Manager
Must Have Skill
Service Delivery Management
Valuable to Have Skill
Other Requirements
SD- Manager
📌 Group Operations Manager (India)
🏢 HCLTech
📍 India
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