SOC - Customer Success

5 days ago

ahmedabad, India Eventus Security Full time
Requirements
Education / Experience Requirements
Bachelor’s degree in information technology, Business or related; or equivalent experience.
10+ years’ experience in managing and operating Service Delivery processes; Technology Services. Managed Service industry experience is a must.
Excellent experience in handling / leading an IT Infra team.
Exposure around technologies such as Network, UCC, DC, Cloud, Virtualization, etc.
ITIL v3 Foundations certification required . ITIL v3 Intermediate preferred. Familiarity with ISO 20000 standard
Project Management experience, preferred.
Should have experience of leading a multi-location, team size of at least 30 in Managed Services space.
Demonstrated experience client facing, influencing , and consulting (providing options with pros, cons and risks) cross-functional teams.
Possess an understanding of various technology solutions such as Enterprise security – Email Security, Data centre, workload and cloud security , XDR, Enterprise firewalls, IDS and IPS.
Familiarity with Trend Micro security products will be an added advantage.
Will need to keep aware and updated of all organization’s key product and service offerings for which support is being provided.
Proficient in MS Office (Word, Excel, and PowerPoint ), Outlook, SharePoint, ERP and related cloud-based technology systems.
Primary Roles & Responsibilities:
Accountable for overall Customer success / Managed /Services delivery , which will contain significant scope, ambiguity, risk & geographical spread over all regions of India.
Responsible for motivating, Leading and mentoring a highly skilled team of engineers spread across all regions of India ensuring that service standards are met, and operational risks are well managed.
Coordinate with Sales and HR to Analyse and Plan for additional resources recruitment as well as coordinate with HR to analyse and plan for employee turnover.
Responsible for fulfilment of contractual obligations/overall completion of deliverables as per agreed service levels and defined key performance indicators/project milestones maintain the relevant documents.
Should have Headed a team of direct & indirect reports of approx. 30.
Responsible for communication of strategy/ initiatives/high level performance metrics- provide regular weekly and monthly reports on state of service delivery to the management.
Responsible for the management of quality/ business process excellence in customer success / service delivery.
Provides leadership and direction to team within a significant part of the organization or across multiple /large project teams.
Responsible for monitoring, measuring Building the teams skills sets and capability ensure continuous upskilling and cross skilling of all team members on technologies and products implemented and supported by Eventus Tech sol.
Responsible for maintaining and regularly reviewing the engineer’s skills matrix as well as helping the engineers to maintain their individual skills development plan.
Ensure collaboration and coordination with the vendors and Partners teams and process owners to drive a culture of customer centricity, continuous improvement, and service excellence .
Build & manage people, process, tools & partners relationship around managed services delivery both local and remote through delivery centres.
Strive to build capabilities on domains such as Cloud, Automation etc.
Maintain close coordination with Eventus Sales & Presales solutions teams to ensure smooth closure of activities like POC and project implementation.
Maintain close coordination with the PMO to ensure that all relevant and requisite project execution and management documents like SOW, POA, Project tracker and Sign off documents are maintained regularly and accurately.
Should be able to provide the service delivery and project implementation documents like SLA, SOW, Project Solution build document etc as required.
Own the process of the Support desk / service desk – coordinate and work with the help desk coordinator to ensure that all support incidents are regularly recorded in the support ticketing system.
Ensure that regular service delivery reviews are conducted as per SLA and reports are shared with all stake holders.
Work with Sales and marketing to further the customer satisfaction / feedback survey efforts.

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