CFS Lead-On-Premises -Bangalore & Chennai

Role & responsibilities

Purpose of this role:

As a member of the Global Service Delivery (GSD) Organisation, CFS lead will be responsible for On-Premises and multi-cloud environment function globally for a single or set of clients. The job purpose of this role is to oversee and ensure the smooth and efficient CFS operations. This role is to collaborate with users and other IT functions to provision and maintain a highly reliable and robust computing environment, delivering quality processes, controls, and system support to the organisation. This requires good business and technical knowledge, an understanding of various compute, server, storage, and network platforms in use in general.

Key responsibilities:

• Understand and ensure that SLAs are delivered by closely working with technical teams, clients, and vendors/service providers. SLAs will include customer experience/satisfaction targets.
• Manage escalations and front end customer meetings where required.
• Support client reviews---weekly/monthly/quarterly
• Lead a team of Service Management professionals in Service M
• Ensure employee satisfaction.
• Manage attrition.
• Continual service improvement initiatives: Drive CSI program end to end.
• Support cost optimization
• Drive upskilling/cross skilling/multi-skilling of team members
• Support internal, external, client audits and track NCs to the closure.
• Track risks to the closure and highlight to internal and client stakeholders.
• Develop the business for the practice.
• Develop re-usable assets.

Skill:

• Excellent communication skills
• Experience on the implementation of ITIL or equivalent best in class processes and understanding of ISO 20000 standard controls.
• Experience on the usage of ITSM tool like ServiceNow/BMC Remedy/JIRA etc.,
• ITIL certification in Expert/Master or at least in 2 specialist modules
• Strong project management skills to effectively manage and coordinate transformational activities will be an added advantage.

The following are preferrable.

• Understanding one or more cloud platforms, such as
• Amazon Web Services (AWS)
• Microsoft Azure
• GCP
• Experience in managing relationships with cloud service providers negotiating contracts and ensuring compliance with SLAs.
• Knowledge of cloud pricing models, billing management, and optimization strategies is also beneficial.
• Excellent communication and collaboration skills. Ability to translate technical concepts into non-technical terms for easier decision-making.

Understanding cloud security best practices and experience in implementing security controls and compliance frameworks in multi-cloud environment

Location:

Bangalore and chennai