Track Manager - Program & Project Management
India
Job Description
Track Manager - Program & Project Management
Bangalore, Karnataka
Job Summary
Service Delivery & Operations
- Own end‑to‑end service delivery for Infrastructure and Cloud towers including Data Center, Network, Servers, Storage, Backup, Cloud (AWS/Azure), Security, and EUC.
- Ensure adherence to SLAs, OLAs, XLAs, service credits, and contractual commitments.
- Lead daily service operations, review incidents, problems, changes, and service requests to ensure timely resolution and zero business disruption.
- Drive incident, problem, and major incident management including root cause analysis (RCA), corrective actions, and preventive controls.
Client & Stakeholder Management
- Act as the primary interface for client IT leadership, business stakeholders, and governance forums.
- Conduct weekly/monthly service reviews, operational governance meetings, and executive dashboards.
- Proactively manage client expectations, escalations, risks, and dependencies.
- Coordinate with vendors, OEMs, hyperscalers, and internal teams to ensure seamless service delivery.
Cloud & Technology Governance
- Govern day‑to‑day cloud operations including availability, performance, cost optimization , security, and compliance.
- Oversee cloud migrations, modernization initiatives, and hybrid infrastructure operations in collaboration with architecture and transformation teams.
- Ensure compliance with security, access management, patching, vulnerability management, and platform standards.
Compliance & Regulatory Alignment
- Ensure services are delivered in compliance with ITIL, ISO, SOC, SOX, and regulated industry controls (e.g., GxP where applicable).
- Support internal audits, client audits, and regulatory inspections by providing evidence, reports, and corrective action plans.
- Enforce documentation standards, SOPs, runbooks, and operational controls.
Financial & Commercial Management
- Own budget governance, effort tracking, and cost optimization initiatives.
- Manage contract scope adherence, change requests, and demand forecasting.
- Drive productivity improvements through automation, monitoring, and continuous improvement.
Team & Delivery Management
- Lead onsite resources and ensure strong coordination with offshore delivery teams.
- Support staffing, onboarding, shift coverage, and skills alignment.
- Mentor team leads and engineers on service management best practices and client expectations.
Key Responsibilities
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Skill Requirements
Other Requirements
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Information at a Glance