MSM-Project Management- EXP- L3

Job Description:

The Managed Services Manager (MSM) is the Customer’s primary point of contact with for client

Managed Service. He/She is responsible for managing and overseeing an organizations Hybrid cloud

services and infrastructure and is responsible for the overall delivery of the Managed Service. He/she

will act as the customer’s single IT management focal for all service-related issues, technical

escalations and integration actions.

The MSM is an experienced Program Manager and Escalation Manager will provide advice and

guidance regarding the routine delivery of the Customer’s critical IT services and the running of

service management processes and technology. If potential risk factors are identified through the

delivery of these Services, client will provide related recommendations for consideration by the

Customer and implementation via the appropriate Change Management process.

Key Responsibilities:

 Participate in the onboarding and transition of new hybrid cloud managed services customers.

 Review SOW and ensure it is aligned to what can be delivered. If not , work with internal

stakeholders to have things in place

 Ensures client billing and metering systems are set up and operational for aaS customers.

 Creation and maintenance of Customer Account Support Plans.

 Oversees delivery of post-implementation services and coordinates proactive services.

 Co-ordinates and hosts regular operational support meetings with customers based on the agreed

frequency covering performance, recommendations, updates and action plans.

 Manages customer escalations in a timely manner. Participate in formal Escalation when required

to support escalation especially during P1 issues.

 Validates monthly billing amounts for customer accounts.

 Manages any SLA Claims, in collaboration with client and customer teams.

 Monitors capacity and usage in environment to Identify any potential growth / change requests.

 Leverage internal technical expertise, including peers, mentors, knowledge base, community

forums and other internal tools, to provide the most effective solutions to customer issues.

 Collaborates with other client and partner teams in diagnosing and isolating the cause of complex

issues.

 Lead and co-ordinate Change Management activities / Implementation.

 Front Change Orders , Licensing and other requirements that may come in

Must Have:

 Industry knowledge and experience of managing and implementing Hybrid Cloud solutions.

 Ability to apply developed subject matter knowledge to solve common and complex business

issues.

 Ensure optimal performance of cloud services by monitoring system performance, identifying

issues, and implementing solutions.

 Monitor cloud usage and costs, identifying opportunities for cost savings and optimizing cloud

expenditures.

 Experience building and maintaining strong customer relationships up to senior management

level in assigned accounts.

 Knowledge and understanding of ‘as a service’ (saaS) operations.

 Broad technical knowledge on Compute, Storage and Networking, Virtualization, Containers and

Bare metal technologies, software and tools.

 Apply solutions to meet highly complex customer needs and identify additional services that could

lead to future service revenue growth.

 ITIL/ITSM knowledge / certification.

 Thorough knowledge of company products and services offerings, company organization,

competition and market trends.

 Ability to communicate tactfully with diplomacy up to senior management levels within an

organization.

 Active listening skills and ability to adjust messages to audience level.

 Problem-solving skills (proactive, reactive and creative).

 Well versed in technical competencies, communication, analysis and presentations. intermediate

skills in project management.

 Build & manage strong customer relationships.

 Apply business management & financial concepts to analyze business needs.

 Excellent Good written and verbal communication skills (Mandatory).

 Zeal for going the extra mile to solve customer issues.

 Expert-level skills with Microsoft Office applications, including Word, Excel, PowerPoint and

Outlook.

 Demonstrated English verbal, written, and typing skills.

 Demonstrated ability to understand and communicate effectively with a customer at a medium

technical level and high management level.

 Team player and mentor.

 Proven Account management skills are preferred.

 Demonstrated Program Management skills and high organizational skills required, PMP

certification desired.

 Flexible to work in 24X7 support environment.

 Expert-level skills with Microsoft Office applications, including EXCEL and Outlook.

Good to have:

 Proven analytical skills and ability to work under pressure.

 Operating Systems Knowledge – administration and support on VMware, Windows HyperV.

 Linux/Microsoft/VMware or equivalent experience/certification will be an added advantage.

 Take ownership and work with high productivity and efficiency.

 Support other team members and seek their advice to make decisions on complex issues.

 Deliver trainings when required.

 Good knowledge of the HPE Portfolio.

 Basic knowledge of one or more of the following technologies: Networking, Synergy, HP-UX,

UNIX, LINUX, Storage, Networks, Microsoft Exchange, or Microsoft Windows.

Eligibility & Qualification:

 Four years of university education in a technical field or equivalent experience.

 A professional degree or equivalent experience and 5+ years of related experience.

 Expert-level skills with Microsoft Office applications, including EXCEL and Outlook

 Demonstrated English verbal, written, and typing skills.

 Demonstrated ability to understand and communicate effectively with a customer at a low

technical level and high management level.

 Account management skills are preferred.

 Relevant certifications such as AWS Certified Solutions Architect, Microsoft Certified: Azure

Solutions Architect, or Google Cloud Professional Cloud Architect are preferred.

Benefits

Talent worx is an emerging recruitment consulting and services firm, we are hiring for our client whichis an American multinational information technology company based in Spring, Texas. It is a business-focused organization which works in servers, storage, networking, containerization software and consulting and support. HPE was ranked No. 107 in the 2018 Fortune 500 list of the largest United States corporations by total revenue