- Sr. Project Manager / Customer Success Manager
- (8Hrs. X 6 Days a week)
- 5-Days Onsite / 1-Day Remote
Location:- Mumbai
Experience:- 8 to 10 Years
Salary Budget:- ₹15.5 LPA
Terms and Conditions:-
- Payment Terms:- Monthly Arrears
- Taxes:- Extra as applicable
- Deployment Timelines:- Immediate to 10 Days
Key Responsibilities:-
1. Operations Governance & Service Management:-
- Lead Overall Operations Management for multiple Datawarehouse Project Operations engagements by HPE.
- Act as Second Line (L2) Operations Support Lead for critical escalations and operational governance.
- Ensure smooth day-to-day functioning of:
- Data Warehouse Platforms
- ETL / Data Integration Services
- Infrastructure Services
- Reporting and Analytics Platforms
- Govern Operational Processes aligned to ITIL best practices.
2. SLA & Service Delivery Management:-
- Ensure adherence to all agreed Service Level Agreements (SLAs), including:
- Minimum 99.5% Monthly Uptime for Data Platforms and associated Platforms
- Incident response and resolution timelines
- ETL completion timelines
- Service restoration targets
- Monitor operational dashboards and proactively identify SLA breach risks.
- Implement corrective and preventive measures to improve service reliability and operational efficiency.
- Drive continuous service improvement initiatives to enhance customer experience and platform stability.
3. Incident, Problem & Escalation Management:-
- Manage and govern Major Incidents (P1/P2), Problem Management, Escalation Management, Service restoration activities.
- Track incidents from Initial ticket logging, Investigation, Resolution, Restore-to-service confirmation.
- Coordinate with Internal Technical Teams, OEMs, Third-party support vendors.
- Conduct RCA reviews, PIR (Post Incident Review), Corrective action tracking.
- Lead war-room and bridge calls during critical outages.
4. Customer & Stakeholder Management:-
- Maintain strong working relationships with:
- Sr. Management & Stakeholders, Business Users, Technical Teams
- Act as a trusted operational governance lead and first point of contact for customer escalations and service reviews.
- Ensure timely communication on:
- Incidents, Risks, Planned activities, Service improvements
- Drive Governance meetings including:
- Weekly Reviews, Monthly Service Reviews, SLA Review Meetings, CAB Meetings
5. Runbook, Documentation & Governance:-
- Develop, maintain, and govern:
- Runbooks, SOPs, Escalation matrices, Operations manuals, DR procedures, Support workflows
- Maintain detailed tracking of:
- Risks, Issues, Dependencies, Progress, Service Metrics
- Ensure documentation always remains updated and audit ready.
6. Resource & Vendor Management:-
- Manage onsite/offshore operations resources across multiple technology towers.
- Coordinate with Infra Teams, BI/AUC Teams, ETL Teams, DB Teams, Cloud Teams, Security Teams.
- Ensure Vendor/Partner Teams meet operational SLAs and support obligations.
- Track team performance, shift coverage, resource utilization, and support readiness.
7. Change & Release Governance:-
- Govern Change Management processes ensuring Proper Impact Assessment, Risk Evaluation, Rollback Readiness, Minimal Business Disruption, Participate in CAB reviews and approve operational changes where applicable.
- Ensure smooth deployment coordination and post-release validation.
Required Skills & Competencies:-
- Technical & Operations Expertise:
- Strong understanding of ITIL processes, Datawarehouse Operations, Infrastructure Operations, Data/ETL/BI Reporting/XBRL environments, Monitoring & SLA governance.
- Exposure to Vertica / Cloudera / Talend environments (preferred), Cloud Platforms (Cloudian/AWS/Azure), Enterprise Monitoring Tools, ServiceNow / ITSM platforms.
Management & Governance Skills:-
- Strong stakeholder and customer management capabilities.
- Excellent escalation handling and crisis management skills.
- Experience in handling large-scale operations teams and multi-vendor environments.
- Strong analytical and reporting capabilities.
- Ability to work under pressure in mission-critical support environments.
Preferred Experience:-
- Experience supporting:
- Banking / Financial Services / Regulatory institutions.
- Government or PSU environments.
- Experience Managing:
- 24x7 operations environments.
- SLA-bound managed services contracts.
- Large-scale infrastructure or data platform operations.
Educational Qualification:-
- Bachelor's Degree in Engineering / Information Technology / Computer Science or related discipline
- MBA / MCA / ITIL / PMP certifications preferred
We are looking for a mature operations leader with strong governance, escalation management, customer handling, and service delivery capabilities who can successfully manage mission-critical operations for enterprise regulatory and financial platforms.
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