Role Information:

• Contribute and gain experience in seamless customer onboarding of enterprise scale cloud

applications with DevOps culture at heart.

• Actively drive ITIL best practices to achieve operational excellence and efficiency and maximize uptime. 
• Active participation in program, live site meetings and bring visibility to the customer onboarding team and topics .
• Continuously decrease mean time to recovery and meantime to detection.
• Actively drive customer escalations, expert Live site handling, providing on-call support during off-business hours
• Review the live site issues, KPI’s and identify improvements for the Engineering & customer onboarding team
• Implementing cost-control strategies
• Continuously gain more insights into the product and share the learning with the team.
• Act as an interface between the SAP and the partners. 
• Own the service catalog for the customer onboarding team. 
• Acquire and maintain knowledge of existing and new products and services in order to provide accurate and efficient customer support
• Drive continuous improvement projects to bridge gaps in existing processes 

Experience (Role Requirements):       

• BE / BTech with strong analytical and problem-solving skills.
• Be a great team player ensuring seamless work with geographically distributed teams.
• 6+ years of work experience 
• Good verbal and written communication skills as well as interpersonal skills
• Strong knowledge of cloud, IT service management software.
• Strong customer focus, service minded, and experience in handling customer escalations.

• Customer centric and data driven approach
• Familiarity with at least one cloud solution such as Amazon, Azure or Google
• Ability to learn and adapt quickly
  • Ability to bring forth new ideas with a strong drive for results