Cloud Recovery Senior Manager

6 days ago

Pune, Maharashtra, India Sungard Availability Services Full time

Job Title: Senior Manager – Cloud Recovery

Job Summary:

Sungard Availability Services (Sungard AS) is a leading provider of resilient and recoverable production environments for global enterprises. We are seeking a dynamic and experienced Senior Manager to oversee a team of Enterprise Solutions Managers (ESMs) who provide exceptional support to Premier Accounts.

Key Responsibilities:

  1. Manage a team of ESMs and handle escalations from customers and internal teams.
  2. Build and maintain strong relationships with key stakeholders to ensure customer satisfaction.
  3. Proactively track ESM deliverables and ensure the state of accounts remains compliant with service management policies.
  4. Conduct quarterly account lifecycle management audits and participate in problem management process calls.
  5. Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback to drive service improvement and customer satisfaction.
  6. Provide technical and strategic direction to the team from initial solution design to steady-state.
  7. Manage escalations effectively and ensure continuous feedback is provided to the team.
  8. Responsible for maintaining a high-performing team and minimizing attrition.
  9. Be innovative and drive service management and business improvement.
  10. Drive organization mission and vision at the team level.
  11. Collaborate with product and engineering teams to provide customer feedback and drive product development.
  12. Stay up-to-date with industry trends and best practices to continuously improve the team's processes and procedures.

Requirements:

  • Bachelor's degree in computer science, engineering, or a related field.
  • 10+ years of experience in technical account management, customer success, or a related field, with at least 5+ years in people and team management.
  • Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud, etc.
  • At least one professional certification (e.g., ITILv3, TOGAF, PRINCE2, etc.) or equivalent demonstrable skills and experience.
  • Ability to effectively lead a team of technical architects collaboratively to design complex Multi-Platform Solution Architecture.
  • Proven track record of driving customer satisfaction and retention in a technical environment.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
  • Experience working with enterprise-level customers preferred.
  • Experience working in a fast-paced, high-growth environment.

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