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Title:  Mgr, Technical Programs

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  50705
Job Summary

As Manager, Technical Programs 2 you will manage a team focused on the delivery of 24X7 Managed Services projects for NetApp Global Services and Solutions Center (GSSC). These teams are responsible for planning and managing programs to meet service delivery, quality and cost goals. You are responsible for setting program goals, plans and schedules, closely monitoring program execution, driving issue resolution and accepting the responsibility for ensuring successful achievement of program goals. Essential Functions: - Provide management oversight to the technical team of professionals from Global Services and Solutions Centre (GSSC). Identify needed resources for projects, define and assign major project roles. - Monitor the program cycle from initiation through delivery, interfacing with external customers or field-based employees on technical matters, as needed. - Assign and monitor work of GSSC Managed Services team technical staff, providing technical support and direction.- Select, develop, and evaluate personnel to ensure the efficient operation of the function.- Keep senior management informed of key issues and changes which may impact expected business results.- Ensure that projects adhere to the company processes and initiate process improvements as needed.- Assume responsibility for results, including costs, methods and staffing, quality of service delivery and continuous improvement.

Job Requirements

•    Drive business outcome and relationship-based services and solutions to our managed services customers.
•    Responsible for Team SLA, SLO and established KPIs
•    Ability to drive a high-performance team to deliver consistent value to customer.
•    Own employee engagement, retention, hiring for your team.
•    Owner for skill building, creating individual development plans for your team members
•    Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.
•    Owner of the Incident, Problem, Service Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. As Owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
•    Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes. Raise internal awareness of customer impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses
•    Hands-on experience in a technical role (Storage administration/operations or technical lead)
•    Service Management or Support in a large-scale and diverse environment of Incident management, Problem management, Change Management, Event and Service Request management, escalation procedures and related disciplines. Experience in Agile and/or DevOps methods and tools
•    Expert knowledge of ITIL disciplines. Good expertise in any one of the big three Public cloud providers (AWS, Azure & GCP). Very Good understanding of Storage, Backup, Virtualization and Cloud technologies
•    ITIL V3, V4 certified will be preferred with strong process knowledge around Incident, problem, change and Service request and alerts management.
Education

Qualifications

•    Bachelor’s Degree in engineering or Science
•    6+ years of experience working in a customer facing service delivery/technical account management role with a high level of accountability
•    2+ years of experience in a customer facing technical leader role (design/implementation/ consulting/Managed Services) at a cloud services provider or managed services provider
•    Technical Program or Project Management experience
•    People management, team management experience around 2 to 4 years.
•    24x7 shift support, supporting the 24x7 managed services projects
•    Flexible with timings based on projects managed
•    Available for off hours calls when needed