VP, Managed Cloud Operations

Key Responsibilities:

1. Team Management:

• Lead and manage a diverse, round-the-clock team of engineers, including SAP BASIS Administrators, Hana DBAs, Linux/Windows Administrators, and Cloud Engineers.
  - Foster a collaborative and high-performing team culture.
  - Conduct regular performance evaluations and provide constructive feedback to team members.

2. Customer Engagement:

• Attend customer calls to address and resolve escalations, including P1, P2, and P3 incidents, ensuring timely resolution in a 24x7 operational environment.
  - Build and maintain strong relationships with customers to ensure satisfaction and retention.
  - Participate in customer onboarding processes and meetings to understand their requirements and expectations.

3. Performance Evaluation:

• Perform regular performance evaluations for team members, setting clear goals and development plans.
  - Identify and address any performance issues promptly and effectively.
  - Recognize and reward high-performing team members.

4. Hiring and Onboarding:

• Manage the recruitment process to attract and hire top talent for the team.
  - Oversee the onboarding process to ensure new hires are integrated smoothly and effectively into the team.

5. KPI and QBR Preparation:

• Prepare and present key performance indicators (KPIs) and Quarterly Business Reviews (QBRs) to internal stakeholders and customers.
  - Analyze data to identify trends and areas for improvement, implementing necessary changes.

6. Customer Onboarding and Meetings:

• Take an active role in customer onboarding, ensuring a seamless transition and understanding of the service offerings.
  - Regularly meet with customers to discuss their needs, provide updates, and gather feedback.

7. Deliverable Management:

• Ensure that all deliverables are met within the agreed timelines and quality standards, maintaining high service levels in a 24x7 operational environment.
  - Monitor project progress and address any issues that may impact delivery.

8. RFP/RFI Development:

• Participate in the development and response to Requests for Proposals (RFPs) and Requests for Information (RFIs).
  - Collaborate with cross-functional teams to create compelling proposals that meet customer requirements.

9. Team Development:

• Invest in the continuous development of the team through training, mentorship, and career development opportunities.
  - Encourage innovation and the adoption of best practices within the team.

10. 24x7 Operational Oversight:

• Ensure continuous monitoring and support of cloud environments to maintain high availability and performance.
  - Implement robust incident management and escalation processes to address issues promptly, minimizing downtime.
  - Coordinate with global teams to ensure seamless 24x7 operations and handovers.

11. Growth in Commercial Space:

• Develop and execute strategies to expand the organization's presence in the commercial sector.
  - Identify new business opportunities, forge partnerships, and drive revenue growth in the commercial market.
  - Collaborate with the Sales and Marketing teams to develop targeted campaigns and offerings for commercial customers.

12. Framework Development:

• Develop and implement a comprehensive framework for the Managed Cloud Delivery business.
  - Establish standard operating procedures, best practices, and governance models to ensure consistent and high-quality service delivery.
  - Continuously improve the framework based on industry trends, customer feedback, and internal assessments.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
  - Extensive experience in managing teams in a Managed Cloud Delivery environment, including 24x7 operations.
  - Strong understanding of SAP BASIS, HANA, Linux/Windows administration, and cloud engineering.
  - Proven track record of successfully handling customer escalations and delivering exceptional customer service.
  - Excellent leadership, communication, and interpersonal skills.
  - Ability to analyze data, prepare reports, and present findings to stakeholders.
  - Experience in the recruitment and onboarding of technical staff.
  - Strong organizational and project management skills.
  - Ability to work effectively under pressure and manage multiple priorities.
  - Experience with 24x7 operational support and incident management.
  - Demonstrated ability to grow business in the commercial space.
  - Experience in developing and implementing business frameworks and standard operating procedures.
  - AWS Cloud Certifications(Architect/Professional)
  - Azure/GCP Certification is a plus

- DOD Clearance