About the job:

- While technology is the heart of our business, a global and diverse culture is the heart of our success.

- We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.

- If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

Role: Managed Services Practice Lead

Experience Level: 12+ Years

Work location: Mumbai/ Bangalore/ Trivandrum (Hybrid)

Job Description

- As the Service Practice Lead for Managed Services, you will be the leader behind our operational excellence, responsible for establishing robust processes, ensuring unwavering adherence to KPIs, and flawlessly executing deliverables.

- This pivotal role demands a strong leader with a proven track record in people management, capable of guiding a team of engineers and business analysts to build and manage solutions that enhance business efficiency and elevate customer experience across all programs.

- Your expertise in program management, cross group collaboration, and a relentless focus on successful delivery, SLA management, and change management will be critical in shaping the future of our managed services segment.

Qualifications

- 12+ years of progressive experience in IT Service Management (ITSM), with deep expertise in Service Delivery, Major Incident Management (MIM), Problem Management, and Change Management.

- Proven leadership in running and optimizing the Major Incident Management (MIM) process, effectively coordinating across diverse internal and third party stakeholders in fast paced IT delivery environments.

- Demonstrated ability to effectively manage bridge calls for issue triaging and resolution, ensuring rapid service restoration and minimal disruption for high priority applications.

- Extensive hands on experience with ITSM tools (ServiceNow, Remedy, CARS) and project management platforms like JIRA.

- Strong track record of supervising and successfully delivering multiple complex IT delivery and support projects.

- Exceptional leadership and people management skills, with proven experience in handling large teams, managing multiple shift timings, and scaling operations effectively.

- Excellent communication, interpersonal, and stakeholder management skills, capable of influencing and collaborating effectively at all levels.

- Highly analytical with strong problem solving capabilities, keen attention to detail, and a collaborative team player mindset.

- Demonstrated ability to perform effectively under pressure and within strict deadlines, while maintaining a high degree of accuracy and quality.

- Proactive and self motivated, with the ability to work independently and take initiative to drive results.

- Deep understanding and practical experience in managing Incident, Problem, Change, and Release Management processes, including service restoration and supporting critical applications.

- Strong knowledge of industry best practices ( ITIL) and proven experience in standardizing and enforcing these practices across an organization.

- Understanding of SDLC, Agile & DevOps principles, and familiarity with various Project Management methodologies.

- Proficiency in creating comprehensive dashboards and reports to visualize performance metrics and drive data driven decisions.

- Well versed in G Suite for collaborative work and communication.

Job Responsibilities:

Strategic Service Setup & Process Optimization:

- Lead the design, implementation, and continuous improvement of robust managed services processes, methodologies, and best practices.

- Establish clear operational frameworks, workflows, and documentation to ensure consistent and high quality service delivery.

- Identify and implement automation opportunities to streamline operations and improve efficiency.

- Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release, and maintenance aspects within the managed services context.

Incident & Problem Management Leadership:

- Assess the business impact and urgency of incidents (P0/P1/P2), plan, and liaise closely for swift issue resolution.

- Clearly communicate the status of critical incidents with all integrated application owners and stakeholders.

- Manage the process of service restoration/impact reduction, escalate as appropriate, and act as an escalation point for all environment issues.

- Take control of unallocated incidents (grey space) to ensure no issue goes unaddressed.

Project & Delivery Management:

- Ensure projects are progressing as per schedule with minimal hiccups, proactively identifying and mitigating risks.

- Organize and facilitate project planning, daily stand up meetings, reviews, retrospectives, sprint and release planning, demos, and other Scrum related meetings.

- Adapt project plans, schedules, and resource assignments for round the clock availability as required throughout projects to respond to emerging requirements and risks.

- Supervise multiple delivery and support projects, ensuring adherence to scope, budget, and timelines.

Team Leadership & People Management:

- Direct, lead, and motivate a high performing team of engineers and business analysts, fostering a culture of accountability, collaboration, and continuous learning.

- Impart continuous on job training to accomplish greater operational effectiveness and ideate for continuous improvement.

- Work with HR and Product teams to ensure the requisite number of resources are available and the training plan is aligned with service needs.

- Manage resource allocation and workload distribution to optimize team productivity and meet service demands, including handling large teams across multiple shift timings and scaling operations.

Stakeholder Collaboration & Communication:

- Develop strong working relationships with delivery teams and liaise closely with various IT support functions (Access Management, Server Admin, Production support, Monitoring, Security, Infra, Network team, Change Implementation, etc.

- Collaborate independently with cross functional teams (Dev, SIT, Production Support, Deployment, Change Management, Release Management, etc) to find resolutions to problems within agreed SLAs.

- Assist with internal and external communication, improving transparency, and ensuring versioned documentation is accessible and readable to various stakeholders.