Job Description

R
esponsibilities: Manage Client Accounts: End-to-end ownership of IT service delivery for large client relationships (800+ seats). Conduct service reviews (MBR/QBR) and maintain strong client relationships. D

rive Service Excellence: M

onitor SLA performance, manage major incidents, implement process improvements, and enhance operational efficiency. I

mplement Technology Solutions: D

esign, implement, and optimize solutions across cloud technologies (AWS, Azure, GCP), SD-WAN, networking, and call center platforms (Avaya, Genesys, Cisco, Five9). E

nsure Compliance & Security: M

aintain IT compliance, data privacy, and security standards within client processes. Collaborate with audit teams to meet regulatory requirements. E

ngage Stakeholders: C

ommunicate effectively at all levels, provide consultative guidance, and resolve complex issues. Q
ualifications: Experience:
8

-12 years managing IT service delivery and call center operations for large-scale clients (800+ seats). P
roven track record in driving SLA adherence, process improvements, and operational efficiency. E
xposure to 24x7 operational environments. T

echnical Skills:
S

trong knowledge of cloud technologies (AWS, Azure, GCP) and cloud service models (IaaS, PaaS, SaaS). S
olid IT networking fundamentals (A+, Network+) including troubleshooting and hardware/software support. E
xperience with call center platforms such as Avaya, Genesys, Cisco, or Five9. F
amiliarity with ITIL/ITSM frameworks and project management methodologies. P
roficiency in MS Office, MS Project, and Visio. Q

ualifications:
B

achelor's degree (B.E./B.Tech preferred). R
elevant certifications such as ITIL/ITSM, PMP, or cloud certifications (AWS, Azure) are an advantage. C

ore Competencies:
S

trong communication and stakeholder management skills. E
xcellent problem-solving and consultative skills. C
ustomer-focused mindset with the ability to work effectively with global teams. A
bility to drive business value, productivity improvements, and cost control initiatives. I