Associate Director-MS

Role & responsibilities

• Lead the Delivery by owning one or more accounts and providing a customer-facing role
• Oversee the full delivery for a portfolio of complex projects, ensuring service excellence and client satisfaction
• Define and implement a strategy to increase the level of automation in overall service delivery.
• Drive the portfolio towards high standards of performance and stability, enhancing end customer experience
• Implement strategies to improve client and employee satisfaction, increase CSAT scores and reduce project attrition
• Define standards and process frameworks
• Identify areas of improvement, automation and shift left opportunities and implement the same
• Drive governance calls, implement governance and analytical reports
• Analyse performance issues and provide suggestions for tuning
• Transform support team to SREs
• Should be able to define and drive accelerators

Preferred candidate profile

• Should have 15+ years of experience in leading large-scale applications.
• Should have 8+ experience in a leadership role within a Managed Services environment
• Should have very good understanding of the IT Infrastructure Library (ITIL) framework and various IT Service Management (ITSM) tools available in the marketplace
• Should be able to define and drive observability solutions for different applications
• Should possess strong expertise in Managed Services, cloud technologies, and emerging tech trends
• Should have exposure and good understanding of Open AI
• Should be hands on project governance
• Should be able to understand and communicate business strategy and drive technology solutions
• Should have knowledge on APM tools Splunk, Dynatrace, Quantum metrics, Thousand Eyes etc
• Should be able define and derive SLAs, KPIs required for a support project
• Should have end to end understanding of a large-scale application (Content tools, Front End Technologies, ERP systems, Backend applications, COTS tools etc)
• Should have very good understanding of anyone programming language Java, Python etc
• Should be able to drive strategic proposals
• Significant experience in implementing automations
• Sound experience in introducing and managing monitoring and alerting systems
• Demonstrated experience in improving system performance and stability
• Proven ability to lead and inspire teams, excellent communication skills, and a strategic mindset