Role : Senior Manager, Customer Experience (Cloud Operations) Location : Wakad, Pune

Work Model : Hybrid 3 Days Work From Office

Shift : 2 : 00 PM - 11 : 00 PM IST (US East / EMEA Overlap)

Experience : 12+ Years

Key Skills & Requirements :

- 12+ years in Cloud Operations / IT Operations

- 5+ years in ITSM / Service Delivery Leadership

- Strong expertise in P0/P1 Major Incident Management & Incident Command

- Excellent knowledge of ITIL Incident, Problem & Change Management

- SLA, KPI & Service Performance Management

- MSP & Third-Party Vendor Governance

- 3+ years of People Management experience

- Enterprise Cloud / IT Infrastructure Operations

- Strong Customer & Stakeholder Management skills

- Root Cause Analysis (RCA) and Continuous Service Improvement

Key Responsibilities :

- Lead enterprise-scale cloud and IT operations.

- Drive major incident management and service delivery excellence.

- Ensure SLA compliance and operational governance.

- Manage global stakeholders, vendors, and service delivery teams.

- Enhance customer satisfaction and overall service experience.