Be the customer champion and be responsible to take ownership and a turn around specialist with customer expectations
Solving complex global customer service issues and proactively preventing negative service trends.
Designing SLA frameworks, determine, document, and agree on requirements for new services and produce SLRs
Responsible for the overall direction and performance of the customer support teams.
Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively partner and build productive working relationships with functional reports, peers, leadership, and other departments. Supports the sourcing strategy and provides oversight for IT vendors relationship management.
Works with customer operations teams to ensure good coordination of IT changes without impacting business processes. Coordinates troubleshooting, support, and service for issues, and outages when necessary
Conduct service reviews and instigate improvements within an overall Service Improvement Plan that is aligned with contract established with customer, ensure no gaps.
Demonstrate harman competency of Leadership, judgement, collaboration and result driven
What You Need
Candidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science
Possess 13 to 15 years of IT services background especially with automotive experience.
Strong knowledge of Automotive Industry IoT solutions based on AWS & Kubernetes
Strong knowledge of HiveMQ, Kafka and MQTT protocols
Strong knowledge on Java based application stack with good understanding of NoSQL database such as MongoDB / Document DB
Strong knowledge on edge computing especially from automotive and connected vehicles solutions.
Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics.
Proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support.
Leading and mentoring large global teams and driving operational excellence
Skills on AIOps, Application performance management (APM) & distributed tracing
Sound acumen on automation and ability to visualize automation framework that will provide operational efficiencies and faster identification and resolutions.
What Is Nice To Have
Excellent service management planning and execution skills
Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts
Sound knowledge in Cloud based infrastructure preferably AWS
managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics
Excellent service contract management skills
Experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied.
What Makes You Eligible
Strong customer and application operations centric approach with strong technical background.
Be willing to work in a flexible work schedule that are aligned with different time zones of the customer environments.
