Manager Client Technology
RemoteIndia
IndiaRemoteFull TimeSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Conduct Major Incident detection and fast remediation for client mission-critical systems during rotating shifts. Manage team performance through rating and review processes, allocating resources to ensure efficient issue resolution. Stand up calls to oversee hand-overs, validate change approvals, and drive results against KPIs for alerts and case metrics. Provide detailed job performance feedback and assist with client escalations while implementing operational process improvements.
Required Qualifications
- Leadership for a team of up to 35 engineers
- Supporting 100+ clients
- Rotating shift pattern availability
- Primary responsibility for the rating & review of each of the employees dedicated to rotating with the Duty Manager
- Input from the Tower Manager on employee ratings
- Major Incident / Critical issue early detection and fast remediation for all matters during their shift
- Ensuring all client requests, incidents and problems are addressed in a timely and professional manner
- Stand up calls with their team managing proper hand-over of activities and client status between shifts and teams
- Allocating resources, as necessary, across teams to provide efficient, effective resolution of issues
- Identify and implement operational process improvements across teams
- Provide detailed and accurate job performance feedback for each resource working under their guidance
- Change Approver function
- Quality controller function
- Post change validation functions within their Shift Supervision of employee attendance and participation
- Assisting the Shift Site Reliability Engineers in client communication and escalations
- Inspiring and Motivating the employees on their rotating shift
- Driving for results through agreed KPI's for Alerts, monitoring tools, and case/SNOW metrics
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