Position Title: Tech Del & Ops Excellence Assoc Director
Responsibilities:
Act as a single POC for Delivery, responsible for providing a unified client experience across the deployment, integration, automation and management of tools & technology.
Outcomes expected
Issue resolution - Coordinate with various teams to address and resolve tools-related issues promptly. Act as SPOC for Delivery (and client) to understand their tool requirements and challenges. Lesser count of P1 and P2 incidents through proactive health check. Better management of priority incidents.
Availability - ensure tools are accessible and functioning optimally for users.
Communication – Liaise with users and technical teams and provide timely updates. Maintain comprehensive documentation related to tools and services. Prepare reports for management on service performance, user feedback, and improvement initiatives.
Measure & Manage - Establish a method to show ‘value from tools’ and measure user satisfaction. Publish data driven success stories with Delivery and Client endorsement
Hire, Train & Upskill - Develop and train the teams (Tools and Delivery) to understand and use our tools most effectively. Continuous improvement. Seamless handover from Deployment to Run, Set up Observability center. Track Incident Optimization opportunities. Zero Ticket Approach. Coordinate with Delivery for Automation Roadmap and provide an update on deployment of Automation use cases. Complete recommended enhancements basis industry trend and emerging technologies. Analyze tools performance, platform stability and vendor support. Manage the budget for tools and services, ensuring cost-effectiveness and correct recoveries. Ensure that tools comply with relevant regulations and security protocols.