The Account Service Manager is the person responsible for services delivered by Cloud Infrastructure Team to a set of customers.This Role includes the following –▪ Ensure customer delight (Primary goal)▪ Customer Facing.▪ Engagement with Head Account Executive, SDM and respective Tower Heads at operational, tactical and strategic Level.▪ Perform regular health checks for assigned customers (Aged/pending tickets, Quality and timely Tickets updates)▪ Actively responsible for customer satisfaction, SLA’s, quality of deliverables, Escalation Management and achieving agreed KPIs.▪ SPOC for SDM and Global business unit for the services delivered by the Offshore and onshore teams.▪ Gain a general understanding of the client, the contract, the business context and the priorities of the account to align the provision of agreed services to client. ▪ Coordinate the resources of the tower in all related GBUs by orchestrating end-to-end services for his tower segment.▪ Represents his Tower segment during Service Review meetings with Customer.▪ Ensuring the processes defined by the Service Management Center(SMC) are being followed within the respective tower.▪ Ensuring proper customer communication during major incident resolution ▪ Review Root Cause Analysis (RCA) is and ensuring RCA’s are addressing customer’s problem area to avoid future disruption in the service.▪ Initiate and implement various Service Performance Improvement Plans to ensure quality service is rendered to the customer.

Release and Microsoft Security Patch Deployment Management, Change Management and Problem Management.

IT Service Desk Operations, Incident Management, Standard Service Request Management, Problem Management.

L1 and L2 support for ISP related tools and services.