Sr. Project Manager / Customer Success Manager

Sr. Project Manager / Customer Success Manager

(8Hrs. X 6 Days a week)

5-Days Onsite / 1-Day Remote

Location:- Mumbai

Experience:- 8 to 10 Years

Key Responsibilities:-

1. Operations Governance & Service Management:-

Lead Overall Operations Management for multiple Datawarehouse Project Operations engagements by HPE.

Act as Second Line (L2) Operations Support Lead for critical escalations and operational governance.

Ensure smooth day-to-day functioning of:

• Data Warehouse Platforms
• ETL / Data Integration Services
• Infrastructure Services
• Reporting and Analytics Platforms
• Govern Operational Processes aligned to ITIL best practices.

2. SLA & Service Delivery Management:-

Ensure adherence to all agreed Service Level Agreements (SLAs), including:

• Minimum 99.5% Monthly Uptime for Data Platforms and associated Platforms
• Incident response and resolution timelines
• ETL completion timelines
• Service restoration targets
• Monitor operational dashboards and proactively identify SLA breach risks.
• Implement corrective and preventive measures to improve service reliability and operational efficiency.
• Drive continuous service improvement initiatives to enhance customer experience and platform stability.

3. Incident, Problem & Escalation Management:-

• Manage and govern Major Incidents (P1/P2), Problem Management, Escalation Management, Service restoration activities.
• Track incidents from Initial ticket logging, Investigation, Resolution, Restore-to-service confirmation.
• Coordinate with Internal Technical Teams, OEMs, Third-party support vendors.
• Conduct RCA reviews, PIR (Post Incident Review), Corrective action tracking.
• Lead war-room and bridge calls during critical outages.

4. Customer & Stakeholder Management:-

Maintain strong working relationships with:

• Sr. Management & Stakeholders, Business Users, Technical Teams
• Act as a trusted operational governance lead and first point of contact for customer escalations and service reviews.

Ensure timely communication on:

• Incidents, Risks, Planned activities, Service improvements
• Drive Governance meetings including:
• Weekly Reviews, Monthly Service Reviews, SLA Review Meetings, CAB Meetings

5. Runbook, Documentation & Governance:-

Develop, maintain, and govern:

• Runbooks, SOPs, Escalation matrices, Operations manuals, DR procedures, Support workflows

Maintain detailed tracking of:

• Risks, Issues, Dependencies, Progress, Service Metrics

Ensure documentation always remains updated and audit ready.

6. Resource & Vendor Management:-

Manage onsite/offshore operations resources across multiple technology towers.

• Coordinate with Infra Teams, BI/AUC Teams, ETL Teams, DB Teams, Cloud Teams, Security Teams.
• Ensure Vendor/Partner Teams meet operational SLAs and support obligations.
• Track team performance, shift coverage, resource utilization, and support readiness.

7. Change & Release Governance:-

• Govern Change Management processes ensuring Proper Impact Assessment, Risk Evaluation, Rollback Readiness, Minimal Business Disruption, Participate in CAB reviews and approve operational changes where applicable.
• Ensure smooth deployment coordination and post-release validation.

Required Skills & Competencies:-

Technical & Operations Expertise:

• Strong understanding of ITIL processes, Datawarehouse Operations, Infrastructure Operations, Data/ETL/BI Reporting/XBRL environments, Monitoring & SLA governance.
• Exposure to Vertica / Cloudera / Talend environments (preferred), Cloud Platforms (Cloudian/AWS/Azure), Enterprise Monitoring Tools, ServiceNow / ITSM platforms.

Management & Governance Skills:-

Strong stakeholder and customer management capabilities.

·        Excellent escalation handling and crisis management skills.

·        Experience in handling large-scale operations teams and multi-vendor environments.

·        Strong analytical and reporting capabilities.

·        Ability to work under pressure in mission-critical support environments.

Preferred Experience:-

Experience supporting:

• Banking / Financial Services / Regulatory institutions.
• Government or PSU environments.

Experience Managing:

·        24x7 operations environments.

·        SLA-bound managed services contracts.

·        Large-scale infrastructure or data platform operations.

Educational Qualification:-

• Bachelor’s Degree in Engineering / Information Technology / Computer Science or related discipline
• MBA / MCA / ITIL / PMP certifications preferred

We are looking for a mature operations leader with strong governance, escalation management, customer handling, and service delivery capabilities who can successfully manage mission-critical operations for enterprise regulatory and financial platforms.