Senior Manager - Cloud Recovery

Description

Sungard Availability Services (Sungard AS) is an industry-recognized leader in delivering resilient and recoverable production environments for global enterprises through managed IT, cloud and recovery services.

Our diverse, global team of “Sungardians” are passionate about applying their insight and deep expertise in production and recovery to Lead with Resilience. We work to understand our customers’ business goals, tailor services that align with their desired business outcomes, and deliver the right environments for managing their critical IT systems. Every Sungard AS employee makes a meaningful contribution to delivering on our mission to transform IT for resilient business. We want to add outstanding talent to our team. If you want to become an integral part of a collaborative organization that offers industry-leading benefits and a commitment to employee advancement, we’d be excited to speak with you!

Title : Senior Manager – Cloud Recovery

Years of experience : 14-16 Years

Location : Pune

Job Purpose Statement

11 : 11 is looking for a dynamic and experienced Senior Manager of Premier Accounts who will be responsible for overseeing a team of Enterprise Solutions Manager (ESM)who provide exceptional support to Premier Accounts. This position will be responsible for building and maintaining strong relationships with key stakeholders, identifying areas for improvement, and ensuring customer satisfaction.

Key Responsibilities

1.As a Senior Manager – Premier Accounts, you will be responsible for managing team of ESMs and handle escalation from customer / internal team and maintain management outreach with 11 : 11 Systems’ Customers.

2.You are responsible for client satisfaction with 11 : 11 Systems. You would need to build and maintain strong relationship to strategically align technology and service in support of our client’s business goals and objectives, to increase loyalty and retention and to meet their expectations.

3.Proactively track ESM deliverables (Solution Architecture documents, life cycle managements, disaster recovery tests deliverables or managed production environment deliverables etc) and ensure that state of account always remains green.

4.Ensure that ESM conduct Quarterly Business Reviews with customers and other strategic client meeting requested by customers

5.Conduct quarterly account Lifecycle Management audits to verify the state of the account is compliant with service management policies (Technical documentation, production & recovery configurations, application dependency maps and runbooks).

6.Participate in Problem management process calls and provide guidance and advice for a permanent solution.

7.Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback to drive service improvement and customer satisfaction.Provide technical and strategic direction to the team from initial solution design to steady-state, based on industry and 11 : 11 Systems best practices.

8.Responsible for tracking and securing contract renewals

9.Manage escalations effectively and ensure continuous feedback is being provided to team

10.Responsible for maintaining a high performing team and minimizing attrition

11.Be innovative and drive service management and business improvement.

12.Drive Organization Mission and Vision at team level

13.Drive customer reference program across the board

14.Collaborate with product and engineering teams to provide customer feedback and drive product development.

15.Stay up-to-date with industry trends and best practices to continuously improve the team's processes and procedures.

16.In addition, as a member of management team, this role is expected to contribute to the overall management of the global practices in the areas of methodology, process and tool innovations.

Technical Competencies (Experience and Knowledge)

Bachelor’s degree in computer science, Engineering, or a related field

10+ years of experience in technical account management, customer success, or a related field, with at least 5+ years in people and team management

Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc

At least one professional certification (eg. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience

Ability to effectively lead a team of technical architects collaboratively to design complex Multi-Platform Solution Architecture

Proven track record of driving customer satisfaction and retention in a technical environment

Excellent communication and interpersonal skills

Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.

Experience working with enterprise-level customers preferred.

Experience working in a fast-paced, high-growth environment.

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