Engagement Manager

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.
If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

Role : Engagement Manager (Managed Services Lead)

Experience : 12+ Years

Location : Mumbai/ Bangalore/ Trivandrum

Summary :

We are looking for a strong Delivery lead with people management experience to lead a team of business analysts and engineers focused on building and driving solutions and insights to drive business efficiency and customer experience for all the projects. The ideal candidate will have strong project management, leadership and cross-group collaboration skills. As an Managed Services lead, you will be responsible for ensuring successful service delivery, contract, SLA documentation and execution, change management, and key performance reporting for the managed services segment

Qualifications:

• 10+ years of experience in IT Major Incident Management (MIM), IT Service Management, Problem Management and Change Management

• Experience in running the MIM process across third party and Internal cross functional stakeholders in fast pace IT delivery set up

• Proven experience in handling the bridge call for issue triaging

• Familiar with any ITSM tool (Remedy, Service Now, CARS etc.) and JIRA.

• Expertise in supervising multiple delivery and support projects

• Strong communication, interpersonal and managerial skills is a must

• Experience in handling large teams for multiple shift timings and scaling up is a must

• Strong analytical skills, Attention to detail and a good Team Player 

• Ability to perform effectively within strict deadlines

• Ability to work on own initiative

• Experience in managing Incident/Problem/Change/Release Management, service restoration processes and supporting high priority applications and effectively handling Priority 1 issues

• Knowledge of Best Practices and experience in standardising and enforcing industry best practices across Organization

• Understanding of SDLC, Agile & DevOps principles and Project Management methodologies

• Ability to create dashboards and reports

• Well versed in G Suite

• Knowledge on AWS cloud and Machine learning workloads

Job Responsibilities:

• Ensure projects are going as per schedule with no hiccups

• Assess the business impact & urgency, plan, liaise closely for issue resolution and clearly communicate the status for P0/P1/P2 Incidents with all integrated application owners

• Manage the process of service restoration/impact reduction and escalate as appropriate and act as an escalation point for all Environment issues and take control of unallocated incidents e.g. grey space.

• Develop strong working relationships with delivery teams and liaise closely with various IT support functions (Access Management, Server Admin, Production support, Monitoring, Security, Infra, Network team, Change Implementation etc.).

• Compiles, Analyses and reports statistical data/reports and trends related to service level and operational effectiveness to senior management on weekly/Daily basis

• Collaborate independently with cross functional teams (Dev, SIT, production Support, Deployment, Change Management, Release Management etc.) to find resolution to the problem within agreed SLA

• Organise and facilitate project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Scrum-related meetings

• Adapting project plans, schedules, and resource assignments for round the clock availability as required throughout projects to respond to emerging requirements and risks

• Work with HR and Product team to ensure that the requisite number of resources are available and the training plan is aligned

• Ensuring optimum billability and plugin revenue leakage

• Measure, Monitor and Report Customer Satisfaction

• Direct, lead and motivate teams; imparting continuous on-job training to accomplish greater operational effectiveness and Ideate for Continuous Improvement

• Recommend improvements, code quality, and assist in changes to best practice

• Assist with internal and external communication, improving transparency, and versioned documentation accessible and readable to various stakeholders

• Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release and maintenance