Deputy General Manager - Customer Service Operations

Job Overview:

We are looking for a seasoned Technical Lead with over 15 years of experience in Cloud Technologies or Data Operations Centers (DOC). The ideal candidate should have a strong understanding of ITIL processes, be capable of engaging directly with clients, and provide architecture-level recommendations in cloud and DOC environments. A foundational understanding of infrastructure applications such as Active Directory (AD), Microsoft 365 (M365), and Azure AD is preferred.

Key Responsibilities:

• Lead technical initiatives related to cloud platforms and DOC operations.
• Conduct detailed reviews of cloud architecture and propose changes to improve scalability, performance, and cost-efficiency.
• Drive and implement cloud cost optimization strategies and ensure adherence to cloud security best practices.
• Interact with clients to understand business requirements and provide strategic architectural input.
• Analyze current cloud and DOC environments, identify gaps, and recommend architecture-level improvements.
• Collaborate with cross-functional teams including infra, application, and security teams.
• Participate in high-level design, planning, and implementation of cloud and operational solutions.
• Provide guidance and support to technical teams during deployment and support phases.
• Create and maintain technical documentation, solution designs, and client presentations.

Required Skills and Experience:

• 15+ years of experience in Cloud (Azure, AWS, GCP) or DOC environments.
• Hands-on knowledge of ITIL framework ITIL certification is a plus.
• Proven ability to engage with clients and present architecture-level recommendations.
• Basic knowledge of core infra applications such as Active Directory, Microsoft 365, and Azure AD.
• Strong communication, leadership, and stakeholder management skills.
• Ability to assess and improve operational efficiency in DOC/cloud setups.

Preferred Qualifications:

• Cloud certification (Azure/AWS/GCP) is an advantage.
• Experience in hybrid or multi-cloud environments.
• Exposure to automation, monitoring tools, and cloud governance practices.

Personal Attributes:

• Strong analytical and problem-solving skills.
• Proactive and client-focused approach.
• Excellent team collaboration and mentoring capabilities.