Manager - Cloud Operations

About The Company

Responsibilities

• Manage the Technical post-sales relationship for accounts. Serve as the primary technical client contact and advocate for day to day and escalated issues and requests
• Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.
• Protect existing revenue streams, additional revenue generation.
• Actively farm existing account base to identify new solutions or service opportunities. Provide valuable account information and insight to support the sales force.
• Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management and account planning sessions.
• Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
• Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business unites.
• Conduct regular briefings on account status to senior management and other internal stakeholders.
• Responsible for Capacity reports, Risk tracking & Service Improvement plans for managed accounts
• Preparing a POA & Leading Major activity e.g. DC – DR drill, Handover post deployment
• Regularly phase out Service Improvement plans (Technical & Process) to customer & maintain a related tracker
• Should also be able to drive related Customer Project deliverables.
• Should be able to do customer Architectural review with a expected expertise area on Linux , Windows , Middleware
• May need to work from customer location ( if business demands )
• Tracking Inventory including licenses
• SLA reconciliation and resolving associated billing disputes.
• Support, Revenue enhancement through accelerated deliveries.
• Lead internal transition projects
  

• Total Experience of 12 to 15 years with 4+ years’ experience in Technical account management/Technical client relationship supporting/Engagement Lead ( single point of contact )
• Experience with Virtualization, clustering
• Exposure on Public Cloud ( Azure Or AWS ) with mandatory Expert Certification
• Exposure to Firewalls, Proxies (physical and cloud), IDS / IPS.
• Exposure to SIEM, Zscaler.
• Exposure to UCC/IP telephony, MPLS, ILL
• Technical understanding of Linux operating systems
• Technical understanding of Storage and Backups
• Experience on License management
• Understanding of emerging Information Security trends and position for customers.
• Excellent analytical and problem-solving skills.
• Excellent logical reasoning to assess technical issues.
• Capacity Management for customer infrastructure and services.
• Risk Identification and tracking for Customer infra & SOP preparation
• Leading customer calls ( especially to front end P1 incidents )
• Experience on Public Cloud and getting into conclusion on the purpose of the call.
• Ability to audit customer infrastructure and suggest improvements.
• Ability to forecast churn and upgrades for account base.
• Ability to tailor message formats and contents to the audience and get heard.
• Ability to manage multiple initiatives simultaneously.
• Comfortable dealing with complex customer relationships, decision processes and competing agendas
• Ability to travel for customer meeting/service reviews.
• Preferred BE, Btech or MCA,