Senior Manager, Cloud Ops - Pune - Icertis
- Icertis
- 12 - 15 years
- Pune
- 1 year ago
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Job Description
Administrative and Analytical Support
- Assist Engineering Operations leaders with administrative tasks and data analysis.
- Document meeting notes and action items for the Engineering and Cloud teams.
- Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
- Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
- Facilitate resolution and progress tracking for improvement initiatives.
Customer Recovery Project Management
- Lead and execute assigned customer recovery projects in Engineering Operations.
- Maintain and manage data repositories/SharePoint for customer escalation records.
- Organize review meetings for customer escalations and ensure follow-up actions are completed.
Project Tracking and Dashboard Analytics
- Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
- Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
- Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.
Performance Scorecards and Metrics
- Create and maintain scorecards to track ticket performance and identify trends.
- Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
- Manage action trackers and task boards for Triage, Cloud, and Engineering teams.
Cross-Functional Collaboration and Issue Resolution
- Drive cross-functional actions to resolve aged customer defect and problem cases.
- Manage and triage problem-type tickets for Cloud operations.
Cloud Financial Operations (FinOps)
- Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
- Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.
Talent Management and Team Building
- Assist in the recruitment and hiring process for the Cloud and DevOps groups.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Administrative and Analytical Support
- Assist Engineering Operations leaders with administrative tasks and data analysis.
- Document meeting notes and action items for the Engineering and Cloud teams.
- Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
- Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
- Facilitate resolution and progress tracking for improvement initiatives.
Customer Recovery Project Management
- Lead and execute assigned customer recovery projects in Engineering Operations.
- Maintain and manage data repositories/SharePoint for customer escalation records.
- Organize review meetings for customer escalations and ensure follow-up actions are completed.
Project Tracking and Dashboard Analytics
- Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
- Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
- Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.
Performance Scorecards and Metrics
- Create and maintain scorecards to track ticket performance and identify trends.
- Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
- Manage action trackers and task boards for Triage, Cloud, and Engineering teams.
Cross-Functional Collaboration and Issue Resolution
- Drive cross-functional actions to resolve aged customer defect and problem cases.
- Manage and triage problem-type tickets for Cloud operations.
Cloud Financial Operations (FinOps)
- Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
- Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.
Talent Management and Team Building
- Assist in the recruitment and hiring process for the Cloud and DevOps groups.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Administrative and Analytical Support
- Assist Engineering Operations leaders with administrative tasks and data analysis.
- Document meeting notes and action items for the Engineering and Cloud teams.
- Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
- Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
- Facilitate resolution and progress tracking for improvement initiatives.
Customer Recovery Project Management
- Lead and execute assigned customer recovery projects in Engineering Operations.
- Maintain and manage data repositories/SharePoint for customer escalation records.
- Organize review meetings for customer escalations and ensure follow-up actions are completed.
Project Tracking and Dashboard Analytics
- Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
- Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
- Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.
Performance Scorecards and Metrics
- Create and maintain scorecards to track ticket performance and identify trends.
- Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
- Manage action trackers and task boards for Triage, Cloud, and Engineering teams.
Cross-Functional Collaboration and Issue Resolution
- Drive cross-functional actions to resolve aged customer defect and problem cases.
- Manage and triage problem-type tickets for Cloud operations.
Cloud Financial Operations (FinOps)
- Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
- Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.
Talent Management and Team Building
- Assist in the recruitment and hiring process for the Cloud and DevOps groups.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QA, Role Category: Software DevelopmentRole: Practice Manager / HeadEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: RCA Data analysis Project management Analytical Cloud Issue resolution Technical support Analytics Recruitment
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