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
- Robust 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
- Strong 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 - Cloud Operations (India)
🏢 Strategic Resources International
📍 India