NetApp Mgr Technical Programs 

India, Karnataka, Bengaluru 

493282501

· Drive business outcomes, services, and solutions to our (MS)customers

· Responsible for Team SLA, SLO, and established KPIs

· Ability to drive a high-performance team to deliver consistent value to customers.

· Own employee engagement, retention, and hiring for your team.

· Stakeholder communication, Collaboration, and Team Development.

· Develop and maintain partnerships with third-party resources, including vendors and suppliers.

· Risk Management, Documentation, Compliance, and Regulatory Adherence.

· Owner for skill building, creating individual development plans for your team members.

· Own employee engagement, retention, and hiring for your team.

· Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.

· As the Owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication with stakeholders, and post-incident review.

· Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed. Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes. Raise internal awareness of customer-impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses

· Hands-on experience in leading project and delivery management.

· Expert knowledge of all ITIL disciplines. Very Good understanding of Storage, Backup, Virtualization, and Cloud technologies

· 24x7 shift support, supporting the 24x7 (MS)projects

· Flexible with timings based on projects managed.

· Available for off-hours calls when needed.

· Bachelor’s or Master’s Degree in Engineering or Science

· 10+ years of experience working in a customer-facing service delivery/technical/account /project management role with a high level of accountability.

· 2+ years of experience in Project Management, Customer-facing technical leader role (design/implementation/ consulting/Managed Services) at a Cloud services provider or (MS)provider

· Technical Program or Project Management experience in handling IT Infra or Data Storage projects.

· 3-5 years of people management and team management experience leading high-performance teams for large enterprise customers.

· ITIL and any Project Management certifications (such as PMP, CSM, PRICNE2) will be preferred.

· Strong Project Management skills and Process knowledge around ITIL-based MS delivery are a must-have