Role: Senior Manager, Customer Experience (Cloud Operations) Location: Wakad, Pune

Work Model: Hybrid 3 Days Work From Office

Shift: 2:00 PM 11:00 PM IST (US East / EMEA Overlap)

Experience: 12+ Years

Key Skills & Requirements:

12+ years in Cloud Operations / IT Operations

5+ years in ITSM / Service Delivery Leadership

Strong expertise in P0/P1 Major Incident Management & Incident Command

Excellent knowledge of ITIL Incident, Problem & Change Management

SLA, KPI & Service Performance Management

MSP & Third-Party Vendor Governance

3+ years of People Management experience

Enterprise Cloud / IT Infrastructure Operations

Solid Customer & Stakeholder Management skills

Root Cause Analysis (RCA) and Continuous Service Improvement

Key Responsibilities:

Lead enterprise-scale cloud and IT operations.

Drive major incident management and service delivery excellence.

Ensure SLA compliance and operational governance.

Manage global stakeholders, vendors, and service delivery teams.

Enhance customer satisfaction and overall service experience.

📌 Senior Manager - Customer Experience (Cloud Operations) (Pune)
🏢 Strategic Technology Resources International
📍 Pune