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Client Service Principal

2 weeks ago

Pune, India Sungard Availability Services Full time

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**: 12-15 years

**Location**: Pune / Bangalore

**Job Purpose Statement**

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

**Technical Competencies (Experience and Knowledge)**
- 12-15 years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise Architecture/Engineering within complex environments
- Experience in Disaster Recovery Design and Solutions
- Well-rounded knowledge of and experience in multiple operating systems to understand complex customer environments and provide both excellent service and guidance.
- Windows Server
- Virtualization; including VMWare & HyperV
- Networking; including routing, security, and firewalls
- Storage & backup services/administration
- Unix/Linux
- Strong problem solving and analytical skills
- Excellent interpersonal, verbal, written and presentation skills
- Not afraid to recommend solutions and services to customer (increase MRR)
- Familiarity with automated discovery and CMDB
- Ability to effectively and calmly lead internal and customer technical staff through crisis events and escalations
- Working understanding of ITIL and Service Management
- Hands-on experience with ServiceNow a plus
- College degree or equivalent industry experience.
- Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, ITILv3, etc