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Program Manager

Program Manager

ConfidentialMumbai
30+ days ago
Job description
  • 20+ years of experience in overall managed service delivery
  • Core Strength - Program Delivery Management, IT Infrastructure outsourcing, ITIL Knowledge, People management, Contract and Financial management
  • Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, storage, data centres and monitoring
  • Proven leadership skills with the ability to develop and communicate the program objectives and ensure its successful execution.
  • Responsible for overall managed service delivery and SLA Compliance.
  • Periodically track and assess the managed services risks and develop plans to mitigate them.
  • Prepare and review status reports and present the same to customer.
  • Ensure all the SLA and Under Pinning Contract with reference to Infrastructure services are appropriate and updated
  • Customer complaints - Closure of all customer complaints within SLA.
  • Ensure month on month improved User Satisfaction Survey Rating
  • Service delivery assurance to ensure maximum service availability and performance to customer s infrastructure.
  • Driving and implementing operations services strategy in order to achieve performance and quality.
  • Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues
  • Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
  • Manage day-to-day 24 / 7 operations to exceptional levels of service in excess of business expectations.
  • Participates in client presentations and discussions to present the technical solution.
  • Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, storage, data centres and monitoring
  • Manages the service delivery within agreed financials / budgets
  • Collaborate effectively, resolving conflicts and ensuring follow through with cross-functional teams
  • Strong problem-solving and analytical skills leveraging all available resources
  • Exceptional verbal and written communication
  • Participate in Change Advisory Board, and major Incident and Problem reviews

    • Skills Required

    Problem-solving, Analytical Skills

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