Client Service Principal

Sungard Availability Services (Sungard AS) is an industry-recognized leader in delivering resilient and recoverable production environments for global enterprises through managed IT, cloud and recovery services.

**Title**: Client Service Principal

**Years of experience**: 11-14 years

**Location**: Pune

**Job Purpose Statement**:
As Client Service Principal, you will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.

**Key Responsibilities**

1. Document and understand the customer’s current, future / desired state, business goals and challenges, capabilities, and IT investments
2. Based on this understanding provide technical and strategic direction from initial solution design to steady state, based on industry and SgAS best practices
3. Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and SgAS value
4. Implement and manage effective governance practices and procedures across contracted scope of responsibilities
5. Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer
7. Develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability
8. Manage service / relationship risk areas and takes steps to mitigate
9. Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer
10. Exceed SLA targets by driving service management disciplines around incident, change, and problem management
11. Develop content and effectively lead Monthly Service Reviews and Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer

**Technical Competencies (Experience and Knowledge)**

1. Bachelor's degree in Engineering, Computer Science, or related technology discipline preferred, or equivalent experience.
2. 10+ years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise Architecture/Engineering within complex environments
3. Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc
4. At least one professional certification (eg. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience.
5. 5+ years of Experience in Service Delivery, Datacentre Operations, Solution Design and Implementation.
6. Well-rounded knowledge and experience on:
Windows Server
Virtualization; including VMWare & Hyper-V
Networking; including routing and switching, security, and firewalls
Storage & backup services/administration
Unix/Linux
BCP & DR scenarios/solutions
Familiarity with IT automation tools and CMDB
7. Working understanding of ITIL and Service Management
8. Hands-on experience with ServiceNow a plus
9. Advanced knowledge of Multi-Tier Application architecture design
10. Familiarity with DR principles and practice.
11. Familiarity with monitoring Toolsets (OMI, NNMi, HPNA, HPSA, etc.).

**Skills and Behavioral Competencies**:
1. Strong problem solving and analytical skills
2. Excellent interpersonal, verbal, written and presentation skills
3. Not afraid to recommend solutions and services to customer (increase MRR)
4. Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations
5. Skilled in MS Excel, Visio, MS Word & PowerPoint
6. Ability to take a leading role in managing customer relationships