Senior Manager - Bengaluru/Bangalore - Harman @ HARMAN

Job Responsibilities: List the professional and/or technical competencies needed when performing the key responsibilities of the position. Explain the degree to which this position affects the business (i.e. making decisions, defining or setting strategy, etc.). Please further explain the breadth of the impact this position has (i.e. affects own team, department, function, division, geography, etc.).

• End to end management of customer support projects including planning , execution and sustained operations

• Provides oversight for the operations and support of cloud systems that fulfill the needs of the business

• Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.

• Define, document, agree, monitor, measure, report and review the level of IT services provided

• Provide and improve relationship and communication with the business and customers

• Ensure that specific and measurable targets are developed for all IT services

• Monitor and improve customer satisfaction with the quality of service delivered

• Monitor service performance against SLAs

• Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

• Designing SLA frameworks

• Determine, document and agree requirements for new services and produce SLRs

• Review and revise underpinning agreements and service scope

• Produce service reports

• Conduct service reviews and instigate improvements within an overall Service Improvement Plan

• Supports the sourcing strategy, and provides oversight for IT vendors relationship management.

Basic Qualifications: List the minimum and desired education (including degrees, licenses, certification or registrations) and experience needed to perform the key responsibilities of the position.

• 12-14 years of experience in IT of which atleast 5 year experience in customer support projects

• Candidate should be a B.Tech/B.E/M.Tech in EC or Computer Science

• ITIL/PMP Certifications

Preferred Qualifications Desired Competencies : Please list the preferred qualifications and ideal behaviors needed for this position based on the following:

• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts

• Excellent knowledge in Cloud based infrastructure preferably AWS

• Expert in 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

• Proven 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

• Excellent service management planning and execution skills

• 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

• ITIL Certifications is required