Group Manager

· Ensure Operational Stability for critical applications ensuring cost efficient service, aligned operations with ITIL V3 framework covering service strategy, Service Design, Service Transition, Service Operations &Continual Service Improvement.
· Customer CSAT
· Implement Delivery strategies that result in increased customer satisfaction and in Zero post production defects.
· Drive various automations across technical tracks and Drive Critical Infrastructure Upgrades
· Drive the External/Internal Audits and stability actions across the technical tracks
· Ensure Seamless Delivery for the customer needs, it included transition & new solution implementation
· Implement the SME Development program with an objective of achieving support for upcoming new solutions proposed to customer
· Track SLA & KPI, Manage current process and implement any new process,
· Handle External Audits & Internal Compliance Reviews, Participation in Customer Workshops and Calls
· Own SIP for missing SLA and future value creation
· Define and execute skill capability building strategy
· Conduct Final interviews and Fitment of resources required for operations
· Work with HR on Attrition and retention
· Identify gaps in the existing customer environment for the specific track