Senior Manager - Support Operations
CurrentReporting to the Vice President of Unified Support – Support Operations as a senior leadership member and handling/ managing Global Project rollouts, Product & Service Readiness, and Shared Services support across the Unified Support – Support Operations organization.Responsibilities - Responsible for planning and overseeing major platform and infrastructure upgrade projects for customers in the Azure Cloud, under Managed Services. - Represent Support Organization and provide consultation and technical leadership for new products and services designed and developed by R&D organization. - Responsible for implementing new processes and procedures across the Support Organization and driving Continual service improvement (CSI). - Conduct readiness and participate in ISO 27001, SOC I, and SOC II certification audits. - Manage employee performance, set clear goals, objectives, delegate functional leader responsibilities, and inspire performance against those objectives.Achievements - Achieved a 33% reduction in labor hours for annual SSL certificate renewals and quarterly Azure Kubernetes Service (AKS) platform upgrades. - Led global project rollouts, enhancing product and service readiness, and delivering shared services support, resulting in a 20% increase in customer satisfaction and a 15% reduction in operational costs. - Maintained ISO 27001, SOC I, and SOC II certifications for three consecutive years.
