NetApp Mgr Technical Programs 

India, Karnataka, Bengaluru 

670536254

Drive business outcomes, services and solutions to our Managed Services customers
• Responsible for Team SLA, SLO and established KPIs
• Ability to drive a high-performance team to deliver consistent value to customer.
• Own employee engagement, retention, 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, hiring for your team.
• Experience sharing feedback on improvement areas and bringing continuous improvement in service
delivery.
• Owner of the special project assignments, Incident, Problem, Service Request, Change and Escalation
processes, ensuring high levels of performance in these processes, accurate reporting and establishing
service improvement activities when required. As Owner of the escalation process, the Service Delivery
Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective
communication to 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, serviceissues and drive the appropriate prioritization for fixes and/or responses
• Hands-on experience in leading project and delivery management.
• Service Management or Support in a large-scale and diverse environment of Incident management,
Problem management, Change Management, Event and Service Request management, escalation
procedures and related disciplines. Experience in Agile and/or DevOps methods and tools
• Expert knowledge of ITIL disciplines. Very Good understanding of Storage, Backup, Virtualization and
Cloud technologies
• 24x7 shift support, supporting the 24x7 managed services 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.
• 5+ years of experience in Project Management, Customer-facing technical leader role
(design/implementation/ consulting/Managed Services) at a Cloud services provider or Managed
services provider
• Technical Program or Project Management experience in handling IT Infra or Data Storage projects.
• 2 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.