Job Summary
The Deputy General Manager is responsible for end-to-end delivery across multiple client engagements, ensuring adherence to SLAs and acting as a trusted partner through effective communication and leadership
Location - Chennai
Shifts - Should be flexible on nit shifts .
Education- Bachelor's or Master's degree in IT, Computer Science, or a related technical discipline
Must Have
- Media/OTT domain knowledge and background
- Technically sound in video/OTT workflows – ingestion, transcoding, ABR, media metadata, media distribution, CDN, etc
Core Competencies
- Proven ability to independently manage outsourced operations in incident management, UX testing, and application support
- Strong knowledge of L1/L2 troubleshooting and support processes
- Experience handling backend technical support including application maintenance, web technologies, system administration, log analysis and data analysis
- Hands-on experience with Web Services
- Working knowledge of Splunk, REST APIs and managing backend application support
- Expertise in ITIL processes and Customer Incident Management
- Experience using monitoring tools such as Grafana, DataDog, or Splunk, Mux, TAG is preferable
Strong analytical, conceptual, and strategic thinking abilities
Job Responsibility
- Lead and manage teams to ensure seamless project delivery
- Maintain strong collaboration with client engineering teams for quick issue resolution
- Act as the primary escalation point and maintain a positive customer relationship
- Ensure strict adherence to SLAs and operational metrics
- Oversee task allocation across teams based on client requirements
- Manage and streamline escalations to L3 teams
- Track deliverables, milestones, and provide periodic client updates
- Drive hiring, maintain an optimal team structure, and manage attrition
- Work flexibly across US / EU / India time zones as needed
- Support planning, resourcing, and ramp-up for new projects
