Technical Programs Manager

4 weeks ago

Bengaluru, Karnataka, India NetApp Full time

Job Summary

As a Technical Programs Manager at NetApp, you will oversee a team responsible for delivering 24X7 Managed Services projects for the Global Services and Solutions Center (GSSC). Your team will focus on planning and managing programs to meet service delivery, quality, and cost goals. You will be responsible for setting program goals, plans, and schedules, closely monitoring program execution, driving issue resolution, and ensuring successful achievement of program goals.

Key Responsibilities

  • Provide management oversight to the technical team of professionals from Global Services and Solutions Centre (GSSC).
  • Identify needed resources for projects, define and assign major project roles.
  • Monitor the program cycle from initiation through delivery, interfacing with external customers or field-based employees on technical matters, as needed.
  • Assign and monitor work of GSSC Managed Services team technical staff, providing technical support and direction.
  • Select, develop, and evaluate personnel to ensure the efficient operation of the function.
  • Keep senior management informed of key issues and changes which may impact expected business results.
  • Ensure that projects adhere to the company processes and initiate process improvements as needed.
  • Assume responsibility for results, including costs, methods, and staffing, quality of service delivery, and continuous improvement.

Requirements

  • Drive business outcomes, services, and solutions to our Managed Services customers.
  • Responsible for Team SLA, SLO, and established KPIs.
  • Ability to drive a high-performance team to deliver consistent value to customers.
  • Own employee engagement, retention, hiring for your team.
  • Stakeholder communication, collaboration, and team development.
  • Develop and maintain partnerships with third-party resources, including vendors and suppliers.
  • Risk Management, Documentation, Compliance, and Regulatory adherence.
  • Owner for skill building, creating individual development plans for your team members.
  • Own employee engagement, retention, hiring for your team.
  • Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.
  • Owner of the special project assignments, Incident, Problem, Service Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
  • Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed. Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes. Raise internal awareness of customer-impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses.
  • Hands-on experience in leading project and delivery management.
  • Service Management or Support in a large-scale and diverse environment of Incident management, Problem management, Change Management, Event, and Service Request management, escalation procedures, and related disciplines. Experience in Agile and/or DevOps methods and tools.
  • Expert knowledge of ITIL disciplines. Very good understanding of Storage, Backup, Virtualization, and Cloud technologies.
  • 24x7 shift support, supporting the 24x7 managed services projects.
  • Flexible with timings based on projects managed.
  • Available for off-hours calls when needed.

Education

Bachelor's or Master's Degree in Engineering or Science.

10+ years of experience working in a customer-facing service delivery/technical/account/project management role with a high level of accountability.

5+ years of experience in Project Management, Customer-facing technical leader role (design/implementation/consulting/Managed Services) at a Cloud services provider or Managed services provider.

Technical Program or Project Management experience in handling IT Infra or Data Storage projects.

2 years of people management and team management experience leading high-performance teams for large enterprise customers.

ITIL and any Project Management certifications (such as PMP, CSM, PRINCE2) will be preferred. Strong Project Management skills and Process knowledge around ITIL-based MS delivery are a must-have.

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