Account Delivery Manager, Lead SRE

Job Description

Role: Account Delivery Manager, Lead SRE

Who are we looking for?

A Client Engagement Leader responsible for managing an end-to-end Application Support, SRE outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and UK and US

Primary Roles and Responsibilities:

The role envisages managing the multi-year, Application Support, SRE outsourcing engagement for a Fortune 100 client, as an Account delivery leader. The delivery responsibility is for managing an end to end Application Support, SRE outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and US, as well as 3rd party providers for specific services. The KRAs for the role are client CSAT which includes goals on innovation and customer experience, and financial metrics (revenue and profitability).

The responsibilities will include:

·       Account governance and representation of Mphasis in client forums and reviews

·       Providing thought leadership and contributing to Customer success - position Mphasis as a trusted partner to the client's business

·       People management, team performance governance, and delivery governance for large teams

·       Management of globally IS technical delivery teams across multiple programs/ projects covering various client initiatives and spanning multiple infrastructure towers, meeting client expectations, and contractual commitments consistently.

·       Technical engagement with client to generate proactive innovations and transformation initiatives resulting in a positive client experience, client risk management as well as revenue opportunities for Mphasis

·       Management of overall P&L for the account and driving cost optimization initiatives. Working closely with the Sales Leader to Grow the Account Globally.

·       Broad SRE and automation leadership experience spanning enterprise infrastructure, Kubernetes/OpenShift platforms, observability, batch scheduling, and Ansible driven automation, with a strong background in production support, and large-scale transformation using AI/ML and LLM enabled operational intelligence.

Desired Profile

·       Proven track record of success driving excellent client relationships, strategic client partnership, delivery/account management and deployment of large scale and high quality, contemporary, Application Support, SRE solutions. A successful track record delivering on CSAT and financial metrics

·       A technical background in Application Support, SRE services and experience managing IS account delivery based on ITIL processes and deployment of new services as under Managed services

·       Preferably handled services or worked in India Service providers outsourcing contracts

·       Profile would call for clear understanding of automation led infrastructure delivery, deployment of Quality Management System to measure the CSAT, client end user experience and Success of contracted deliverables

·       Proven experience in building and managing client relationships at CIO, department head and business stakeholder levels. Strong business acumen and partnership skills. Managing 3rd party vendors.

·       Proven ability in Account management and Governance, including contract management of large, �total outsourcing� contracts with Managed services. Should have led global, UK/Europe/US based accounts of GBP 15M TCV and more.

·       Ability to manage globally distributed technical delivery teams across multiple programs/projects covering various customer geographies, covering full spectrum of infrastructure services - End user, service desk, data center, networks, information security, cloud services and cross functional scope.

Qualification:

·       Engineering or similar advanced educational degree.

·       Work Experience : minimum experience of 12 years

Role: Manager SRE

Automation Lead – Leading Automation SRE, Responsible to perform end to end Self-Healing automation solution to reduce manual effort/TOIL.

Primary Skill – Application Support, Observability, Telemetry, Batch Management, and event co-relation

Secondary Skill –Shell Script, Linux, Monitoring tools - Big Panda – Splunk, AppD etc.

Automation Engineer:

1.       15 years of experience in leading Automation SRE teams.

2.       Advanced working experience with two or more of the following: Unix/Linux, Windows Server, Oracle, MSSQL, MongoDB.

3.       Application support with strong OpenShift/Kubernetes and Ansible automation skills, driving toil reduction and reliability through API driven, AI/ML and LLM enabled self healing operations.

4.       Experience with Python, Java, Curl scripting, or any other types of scripting.

5.       Experience with following observability tools: AppDynamics, Splunk, Thousand Eyes, Big Panda, Grafana, Prometheus,

6.       Experience with logging, monitoring, and event detection on Cloud or Distributed platforms.

7.       Experience working with the following: AutoSys, CRON, Windows Scheduler or other logical batch schedulers.

8.       Provides technical direction regarding monitoring and logging to less experienced staff or develops highly complex original solutions. Acts as an Expert technical resource for modeling, simulation, and analysis efforts.

9.       Experience creating and modifying technical documentation such as environment flow, functional requirements, nonfunctional requirements.

10.   Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives.

11.   Technical operations application support experience.

12.   Minimum 4-6 years of hands-on experience into SRE implementation of monitoring system development for application reliability using Splunk, Grafana, App Dynamics, Big panda.

13.   Completely On-Prim environment, so we would require strong candidates on the above skills.

14.   Overall, we are looking for an Automation Engineer, who could reduce the toil issues and enhance the system towards reliability and scalability.

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.