Job Description (Posting). JOB SPECIFICATION FORM Job Description for the Position :Drive the Run Arena: Sys Admin, Storage and Backup etc Should be having experience running the Datacenter including Facility services, knowledge of Network Should be Customer Facing Middle Man between Customer -HCL 1st Point of contact: HCL and Customer Responsible for Process Management SLA Owner for specific BU Responsible for Service Improvement Initiatives Managing P&L for the account Set Exceptions and Expectations to the Customer Drive Outage Management and ensure speedy resolution Analyze the Impact and do Value Add Ensuring ZERO Human Error in the account Works with Internal support groups like RMG, WPC, Finance, GTS etc Provide details of Revenue Forecast and resource forecast Nominating members for academies for skill improvement. Own Problems: Stability of specific business unit. Drive the issues to permanent resolution. Drive Problem Management in the account. Point of Connect and Door Step to the Customer Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer Redefine team structure if required. Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue. Act as a resource provider- Right Vendors and Resources on Call Present the data to Datacenter in charge of specific geography with the trends, improvements and progress Responsible for driving projects, and incidents. Works closely with Business for pricing and other financial issues. Directly interact with Customer BU and drive the resolution. Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction. Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution. Create Confidence in Customer. SDM Time: 50%: Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting Discuss improvement Areas with Vertical Leads (1.) To identify attrition percentage in accounts and take up initiatives to reduce the same (2.) To perform value addition activities (CIP and SIP) and implement strategies to improve productivity. (3.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation and self-driven initiatives. (4.) To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT) (5.) To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews (6.) To ensure generation of an account level EE and EN revenue (7.) To ensure absorption of freshers as per the defined account targets Qualification B-Tech No. of Positions 1 Skill (Primary) PMO-Program Management-Program Management Auto req ID 1372922BR
