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