Service Delivery Manager

6 days ago

Bengaluru, India Clario Full time
Clario is a 50+ year old company that delivers industry leading clinical trial endpoint technology solutions. The future of clinical trials is vibrant, with new technologies revolutionizing what’s possible. From new trial modes to faster and integrated evidence and findings, our innovative clinical trial solutions mean we can unlock better evidence.

We are in search of a Service Delievery Manager - Cloud Services to drive and manage Cloud Services for Clario globally including AWS, Azure, Oracle Cloud. This role will work closely with Managed Services Provider (MSP) and Clario Internal teams to support the Cloud function.

What you'll do

Manage the overall IT Cloud Operations function including managing Cloud MSP (Managed Services provider), SLA/KPI management, vendor management, budget management, Cloud projects, Cloud Audits, Cloud security, Cloud Automation, Cloud deployments and provide support to business & applications that are hosted in Cloud.

Establish multi cloud service support process and practice, including review and analysis of current cloud operational support processes and mapping to a future state for cloud systems support operating model; implement cloud systems support process and procedures in a multi-cloud environment.

Implement or guide implementation of technology solutions for the operation ensuring consistency with overall technology standards, strategy, and operational requirements.

Work effectively with stakeholders and senior leadership to manage to acceptable outcomes in line with IT cloud SOP process and procedures; record new SOP support procedures and collaborate with various teams including IT, Security, R&D, Enterprise architecture team for support, alignment, and adoption in both onshore and offshore support model

Develop, identify, and document operational processes and procedures; assist with runbook implementations where there are gaps

Responsible for the evaluation of technical risks and map out mitigation strategies

Build and maintain a productive partnership with the MSP account team and team members.

Meet daily/weekly with MSP on Network performance, ticket backlog and service improvement opportunities.

Create Cloud health dashboard and review it with the leadership & Cloud stakeholders.

Lead and provide technical support to junior members in the Cloud Operations team

Review and approve Cloud Infrastructure changes.

Lead and execute Cloud projects to closure.

Manage the Cloud budget, invoices & spend including Cloud cost reporting and chargeback process, Reserve Instance & Savings plan implementation.

Develop new specs, documentation; and partake in the development of technical procedures and user support guides.

Evaluate cloud applications, hardware, and software at regular intervals

Develop and organize cloud systems and work closely with IT security to monitor the company’s cloud privacy and compliance

Work on Cloud roadmap including Cloud migration & transformation and lead the migration efforts. Participate on Data Center exit project and create on-prem vs Cloud cost comparison

Lead disaster recovery drills for Cloud hosted applications.

Enable Cloud Security, work closely with Information security group to enhance Cloud security and implement required Cloud security tools and guardrails.

Participate in Audit exercise (ISO27001, SOX, HIPAA) and enable controls per business requirements.

Develop Cloud Architecture standards, guidelines, design patterns and lead new technology evaluation and deployment process.

Develop Automation and Infrastructure as a Code Practice for Cloud Deployments

What we Look for

BS degree required; Computer Science, Math or Engineering degree with technical background highly desired; Advanced Degree or Cloud certifications

Professional level certificate in AWS, Azure and other cloud platforms

10+ years of IT experience in Cloud technologies including AWS/Azure/OCI, Virtualization, DevOps/Automation

Must have hands-on experience in:

Cloud Infrastructure Management & Operations

Cloud Migrations from on-prem to Cloud and from one Cloud to another Cloud

Automation & DevOps and Infrastructure-as-a-code

Cloud Network, Storage, Virtualization, Containers, Micro-services, Backup, Database, Firewalls, Security, account & platform management, Cloud Cost Management)

Must have experience in managing MSP (Managed Service Provider) and Cloud/DevOps engineers.

Must have experience in supporting 24x7 Cloud Operations support.

Must have Cloud Cost management experience.

Solid hands-on experience in ITIL and Service Management practice including ServiceNow or related ticketing tool.

Expertise in Public/Private Cloud predominately in AWS/Azure/OCI/VMWARE

Experience in Kubernetes & Microservices

Experience in DevOps and Automation including Cloud Management Platform (i.e. Scalr, Flexera etc), Configuration Management tools (ie Ansible, Puppet), CI/CD & Code repo (GitLab, Azure DevOps, Jenkins etc), Infrastructure as a code including Cloud Formation, Terraform, PowerShell, Bash, Python

Expertise in supporting HA, DR, Backup and retention architectures on cloud platforms.

Experience with network fundamentals such as TCP/IP, DNS, DHCP, Routing, Transit gateway, Direct Connect, Express route.

Experience with security fundamentals such as Endpoint, Vulnerability management, Firewall, WAF, Control tower, Guardduty, Advisor, CSPM, ISO, CIS, SOX, HIPPA

Experience in Linux & Windows administration

Working knowledge of on-prem and cloud Database technologies

Ability to create Executive Summary, Reports & Dashboard, and present presentations to Senior leadership.

Ability to create operational tracker, book of work, backlog, KPI & SLA metric, Cloud health dashboard, operational process documentation & workflows using MS excel, MS PPT, MS word, Visio.

Excellent verbal and written communication skills

Preferred - Any Cloud certification including AWS, Azure, Oracle Cloud

The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract.The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.

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