Delivery Manager

Job Description

Job Title: Delivery Manager Job Location: Mumbai As a Delivery Manager, we are seeking an experienced Delivery or Operations support Manager based in Mumbai to lead a Support Teams (Infra / DevOps / Data) and developers providing world-class support using AWS platform. Our customer facing Support Team resolve customers technical issues ranging from general guidance through technical deep dives identifying and resolving complex configuration and 3rd party integration and application issues. The ideal candidate will serve as the liaison between delivery teams, stakeholders, and OEMs to develop effective solutions, suggest action items in order to successfully complete the task, track and resolve technical issues as well as implement improvements. A deep background as both a Project Manager and Technical Leader in AWS cloud and applications migration arena is a must for this position Job Responsibilities: Lead and manage end-to-end delivery of complex cloud-based solutions. Manage the day-to-day operations of the shift, technical support inquiries from customers and ensure SLA commitments are met. Manage helpdesk to provide functional support to business users within committed SLA. Coordinate with development team for application issues resolution and change request execution within define timeframe. Complete analysis and present periodic reviews of operational performance. Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning. Propose, drive, and implement initiatives within the support organization to maximize the customer support experience. Managing the support team effectively to keep their focus on the optimum customers experience. Handle escalations and coordinate with cross functional teams to dive deep into the issues/problem for timely resolution. Drives effective business and technical discussions. Identify functional dependencies, project issues and risks, create an effective action plan and drive the overall communications with cross functional teams and stakeholders. Define strategies, regularly participate in executive meetings to present the project/support progress with the stakeholders. Propose or coordinate with CFT s for solutions to the technical constraints using your technical expertise and experience, as well as provide expertise for the escalated quality problems, and anticipate bottlenecks in the project lifecycle. Use Project Management Tools such as Jira or MS Project to manage agile scrum projects, resource capacity and track dependencies while ensuring completion of milestones within specific budgets and schedules. Use ITSM tool such as FreshService and Site 24x7 to manage support operations, track incident, problem and change and ensuring meeting SLA parameter. Influence Support Engineers and development teams to improve the customer support experience. Required Skills and Background: 10+ years of proven project management experience in full life cycle of cloud based Infra and application project implementation and support. 4+ years of proven experience in managing projects on AWS cloud platform. 3+ years of proven experience in managing cloud applications migrations and automation projects. Proven experience in managing operations using ITSM tools such FreshService and site 24x7. AWS Certified Solutions Architect - Associate Certification and PMP or Scrum Master certification is a plus. Proven experience in managing project using agile methodologies such as agile scrum. Good knowledge with tools like Jira, MS Projects, etc. Key Personal Attributes: Strategic and Process oriented thinking A strong stage presence and ability to manage client interactions, requirement-gathering discussions, etc. Ability to work independently with minimal direction providing technical and non-technical support to multiple users. Proficient in technology consulting, training, and development. A strong people motivator with prominent levels of energy. Proactiveness - Be proactive in understanding the needs of our customers/clients. Relentless learner and a passion to pick up recent technologies.