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Company Description
Krish is committed to helping our customers achieve their technology goals and will always emphasize the success of our customers as our top priority and in building long-term and productive relationships. Krish's goal of adding the best value to its customers with a combination of the right technology, right people, and right costs is achieved through the experience and integrity of our consultants and our custom delivery processes.
Experience: Prefer someone with a good 8-12 years’ experience with service delivery.
Core Responsibilities:
• Oversee day-to-day operations of customer solutions.
• Prioritize customer satisfaction and ensure alignment with contract requirements and SLAs.
• Identify and monitor key service metrics for customer solutions.
• Drive continuous improvement within customer environments based on these metrics.
• Create and maintain reference materials for service delivery specific to customer contracts and solutions.
• Develop and uphold customer-specific policies, processes, and procedures.
• Ensure solution reliability and compliance with contractual agreements.
• Function as the primary escalation point for customer needs.
• Facilitate escalations within the organization to address customer requirements.
• 24X7 availability to manage escalations and work with customers across the globe.
• Oversee compliance with customer/contract specific ITIL processes (e.g., Incident, Problem, Change, Service Level Management, Major Incident Management).
Requirements:
• Over 8 to 10 years of experience managing and supporting complex technology environments.
• 3+ years specifically in service delivery.
• Proficient in working within complex, secure, and high-availability environments.
• Demonstrated excellent leadership skills and project management experience.
• Advanced knowledge in establishing and maintaining cooperative working relationships with customers, vendors, teammates, and external organizations.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to effectively communicate with both internal and external customers.
• Skilled in designing and implementing effective policies to achieve consistent team results.
• Experience of working with Azure & AWS customers, Knowledgeable about Cloud Managed Services Delivery
• Awareness of Monitoring Tools
• ITIL Foundation certified or other professional body qualification.
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