Cloud ERP Managed Services PTM

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

Job summary

Datavail is seeking a Cloud ERP Managed Services PTM in Hyderabad, Mumbai, or Bangalore. The role requires 9+ years of leadership experience and a degree of any kind. You will lead a team, provide technical direction, manage policies, and drive improvements across processes to ensure service excellence for global customers.

You will own day-to-day delivery, oversee SLA/OLA adherence, coordinate trainings, and plan capacity while mentoring team members to meet targets and grow professionally.

Qualifications

• 9+ years of experience in a leadership role.
• Any Degree is acceptable for qualification.
• Experience in incident and problem management is required.
• Capacity planning and recruitment responsibilities are part of the role.

Responsibilities

• Lead and guide a team to meet business objectives.
• Provide technical leadership and act as single point of contact for escalations.
• Improve policies and procedures to ensure compliance and success.
• Own day-to-day team activities and manage SLAs/OLAs (MTTA, MTTS, MTTR) and training.
• Plan capacity, conduct performance reviews and prepare rosters.
• Communicate company processes and reinforce policies.

Skills

Team leadership

Technical leadership

Process management

Capacity planning

Performance management

Recruitment

Incident & problem management

Root cause analysis

Training & coaching

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.
11. 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.