Service Delivery Manager

Service Delivery ManagerGood understanding of ITIL process /Certification is a plusStrong verbal and written technical communications skills at all levelsExperience of CiscoPrime will add advantageMust aware or handson experience on Network devices like Routers and Switches.Good in documentation of Network with proficiency in MS VisioKnowledge / Hands on experience on Linux and Windows ServersExperience in working on different network / IT infra monitoring solutions.Switching DCN & ACI Proxy DNS Security WAF Cisco WLAN SDWANDDI Firewall IPS IDSWeb Application Firewallshould have understanding knowledge on VSS technology stacking and major networking technologies.3:24 PM Sai SarojaSeamlessly manage the Support Operations of the Network Security & IT Operations for our customerDevelop and build relationships with the customer stakeholders and understand their current pain areas in people process and technology and recommend solutions as appropriateCollaborate with the Support Engineers for resolving the issues raised by the customerWork with Delivery Heads and Sales and Presales team in growing the existing business and also assist in new businessDrive operations to meet the SLA and System Availability commitments for our customers as per our contractDrive the support teams to deliver productivity improvements improving stability of the applications and reducing the turnaround time for resolving issuesWork with OEM vendors and other 3rd party providers for managing the outcomes what we have signed up with our customers including getting assistance for issues raised by the customerManage the P&L targets Manage customer escalations and drive CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score)Performance and quality management Service Management and meeting support