Sr. Project Manager / Customer Success Manager

Sr. Project Manager / Customer Success Manager (8Hrs. X 6 Days a week) 5-Days Onsite / 1-Day Remote Location:- Mumbai Experience:- 8 to 10 Years Key Responsibilities:- 1. Operations Governance & Service Management:- Lead Overall Operations Management for multiple Datawarehouse Project Operations engagements by HPE. Act as Second Line (L2) Operations Support Lead for critical escalations and operational governance. Ensure smooth day-to-day functioning of: Data Warehouse Platforms ETL / Data Integration Services Infrastructure Services Reporting and Analytics Platforms Govern Operational Processes aligned to ITIL best practices. 2. SLA & Service Delivery Management:- Ensure adherence to all agreed Service Level Agreements (SLAs), including: Minimum 99.5% Monthly Uptime for Data Platforms and associated Platforms Incident response and resolution timelines ETL completion timelines Service restoration targets Monitor operational dashboards and proactively identify SLA breach risks. Implement corrective and preventive measures to improve service reliability and operational efficiency. Drive continuous service improvement initiatives to enhance customer experience and platform stability. 3. Incident, Problem & Escalation Management:- Manage and govern Major Incidents (P1/P2), Problem Management, Escalation Management, Service restoration activities. Track incidents from Initial ticket logging, Investigation, Resolution, Restore-to-service confirmation. Coordinate with Internal Technical Teams, OEMs, Third-party support vendors. Conduct RCA reviews, PIR (Post Incident Review), Corrective action tracking. Lead war-room and bridge calls during critical outages. 4. Customer & Stakeholder Management:- Maintain strong working relationships with: Sr. Management & Stakeholders, Business Users, Technical Teams Act as a trusted operational governance lead and first point of contact for customer escalations and service reviews. Ensure timely communication on: Incidents, Risks, Planned activities, Service improvements Drive Governance meetings including: Weekly Reviews, Monthly Service Reviews, SLA Review Meetings, CAB Meetings 5. Runbook, Documentation & Governance:- Develop, maintain, and govern: Runbooks, SOPs, Escalation matrices, Operations manuals, DR procedures, Support workflows Maintain detailed tracking of: Risks, Issues, Dependencies, Progress, Service Metrics Ensure documentation always remains updated and audit ready. 6. Resource & Vendor Management:- Manage onsite/offshore operations resources across multiple technology towers. Coordinate with Infra Teams, BI/AUC Teams, ETL Teams, DB Teams, Cloud Teams, Security Teams. Ensure Vendor/Partner Teams meet operational SLAs and support obligations. Track team performance, shift coverage, resource utilization, and support readiness. 7. Change & Release Governance:- Govern Change Management processes ensuring Proper Impact Assessment, Risk Evaluation, Rollback Readiness, Minimal Business Disruption, Participate in CAB reviews and approve operational changes where applicable. Ensure smooth deployment coordination and post-release validation. Required Skills & Competencies:- Technical & Operations Expertise: Strong understanding of ITIL processes, Datawarehouse Operations, Infrastructure Operations, Data/ETL/BI Reporting/XBRL environments, Monitoring & SLA governance. Exposure to Vertica / Cloudera / Talend environments (preferred), Cloud Platforms (Cloudian/AWS/Azure), Enterprise Monitoring Tools, ServiceNow / ITSM platforms. Management & Governance Skills:- Strong stakeholder and customer management capabilities. · Excellent escalation handling and crisis management skills. · Experience in handling large-scale operations teams and multi-vendor environments. · Strong analytical and reporting capabilities. · Ability to work under pressure in mission-critical support environments. Preferred Experience:- Experience supporting: Banking / Financial Services / Regulatory institutions. Government or PSU environments. Experience Managing: · 24x7 operations environments. · SLA-bound managed services contracts. · Large-scale infrastructure or data platform operations. Educational Qualification:- Bachelor’s Degree in Engineering / Information Technology / Computer Science or related discipline MBA / MCA / ITIL / PMP certifications preferred We are looking for a mature operations leader with strong governance, escalation management, customer handling, and service delivery capabilities who can successfully manage mission-critical operations for enterprise regulatory and financial platforms.