About the role
- Strong customer-facing experience (Mandatory)
- Enterprise client relationship management
- Executive-level stakeholder communication and governance management
- Escalation management and resolution
- Service review and client governance meetings
- 8+ years of experience in Project Management, Program Management, Service Delivery, or Operations Management
- Project planning, execution, and delivery management
- Risk management and mitigation
- Resource and stakeholder management
- SLA/KPI tracking and operational governance
- Incident, Problem, Change, and Release Management
- Production support and operational excellence
- API Development & API Management (REST, SOAP, Microservices)
- Cloud Platforms: Azure, AWS, or GCP
- DevOps practices and CI/CD pipelines
- Application Support & Production Support
- SDLC, Agile, and ITIL processes
- ServiceNow
- Jira
- Azure DevOps
- Confluence
- Jenkins / GitHub Actions / GitLab CI/CD / Bamboo
- Kubernetes
- Docker
- Containerized environments
- Site Reliability Engineering (SRE) concepts
- Splunk
- Dynatrace
- Grafana
- Prometheus
- AppDynamics
- Datadog
- Telecom
- Healthcare
- BFSI
- Retail
- Enterprise Digital Platforms
- Cloud Transformation Programs
- Application Modernization Initiatives
- Digital Engineering Programs
- Global delivery and distributed support models
- PMP
- PRINCE2
- Certified Scrum Master (CSM)
- Agile Certifications
- ITIL Certification
- Manage end-to-end operational programs and projects.
- Lead client governance calls, service reviews, and executive presentations.
- Drive SLA/KPI compliance and operational excellence.
- Coordinate with Engineering, DevOps, Cloud, SRE, and Support teams.
- Manage production support, escalations, and RCA activities.
- Oversee releases, deployments, and operational readiness.
- Ensure customer satisfaction and continuous service improvement initiatives.