Cloud ERP Managed Services PTM

Datavail Infotech; Hyderabad; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Datavail Infotech is seeking a Cloud ERP Managed Services PTM in Hyderabad to lead a team delivering global technical support. You will drive team objectives, provide technical guidance, and ensure efficient incident/problem management, security compliance, and capacity planning.

The role requires hands-on leadership across planning, recruitment, and performance management to meet service standards. You will coordinate with internal and external stakeholders, coach team members, and implement

Qualifications

• 9+ years of experience in IT service management or related field.
• Proven experience leading and coaching teams to achieve objectives.
• Experience with incident and problem management, root cause analysis.
• Understanding of security and compliance requirements.

Responsibilities

• Provide team leadership and set objectives for the team and individuals.
• Provide technical leadership and act as single point of contact for escalations.
• Improve policies and processes to ensure compliance and efficiency.
• Own day-to-day team activities and coordinate with leads to close gaps.
• Manage capacity planning, performance reviews, and roster planning.
• Communicate company policies and reinforce processes across the team.

Skills

Team leadership

Technical leadership

Capacity planning

Performance management

Recruitment

Incident management

Problem management

Security & compliance

Policy communication

Education

Any Degree

Job description

Job Title: Cloud ERP Managed Services PTM

Location: Hyderabad, Mumbai, Bangalore

Qualification: Any Degree

Experience: 9+

• This position is responsible for leading and guiding a team of direct or indirect reports to meet specific individual and team orientated business objectives that contribute to Datavail's ability to provide best in class technical support to its customers across the globe.
• Responsible for the performance of their team and obligated to use empirical data, customer satisfaction surveys, scorecard metrics or other means available to assess and then coach team.
• Expected to locate or personally provide training that will facilitate the team in reaching business objectives and aid individuals in reaching personal goals.
• Proactive in understanding company policy.
• Assess the potential impact of these policies to ensure a smooth implementation for affective compliance.
• Expected to contribute to any project that affects their team's business objectives.

Key Responsibilities:

Provide Team Leadership:

• Define and communicate the team's business objectives.
• Create plans for both the team and individuals that will facilitate achieving business objectives or individual goals.
• Clearly demonstrate and articulate these plans to the team or individual.
• Observe the status quo and its effectiveness and be willing to become a force of change
• as necessary to improve it.

Technical Leadership:

• Provide technical leadership & guidance to direct reports.
• Be Single Point of Contact for escalated issues between internal & external stakeholders.

Process management:

• Improve working policies and procedures to ensure they are successful and ensure that the team

is compliant.

• Identify any process issues, notify the management and recommend a solution.
• Ensure adherence to rules, regulations, security and compliance.

Operational management:

1. Take complete ownership of the day-to-day team activities and directly work with the leads to
   identify gaps and implement remedies.
2. Responsible for the team and delegate work to help develop them in their roles and realize their potential.
3. Responsible for the SLA and OLA (in terms of MTTA, MTTS and MTTR) and organize necessary
   trainings to align the performance with organizational expectations.
4. Monitor delivery of these targets and take steps to address any inadequacies.
5. Develop the team and Identify training needs to help meet current and projected tasks (e.g.,
   resources, skills, process).
6. Motivate and help the team to deliver high quality and high productivity and encourage a culture of
   innovation.
7. Value and recognize ideas and the contribution of all team members and coach them to perform
   to the best of their ability.
8. Consciously review mistakes and successes to improve performance.
9. Set up programs for continuous knowledge transfer and learning within the teams.

10. Proven experience in incident and problem management, root cause analysis, security and
    manage internal projects.

    Capacity planning, Performance management & Recruitment:

    1. Identify resource requirements and responsible for capacity planning.
    2. Conduct performance reviews and responsible for the performance of the team.
    3. Prepare the rosters for the team.

Communicate Company Policy:

• Communicate and periodically reinforce company processes and policies.

Capacity planning, Performance management & Recruitment:

• Identify resource requirements and responsible for capacity planning.
• Conduct performance reviews and responsible for the performance of the team.
• Prepare the rosters for the team.

Communicate Company Policy:

• Communicate and periodically reinforce company processes and policies.