Senior Engineer

Roles and Responsibilities

Strategy

• Establish or Contribute to a globally consistent strategy and program for Delivery Excellence, leveraging existing practices and industry wide best practices.
• Participate in RFPs and provide consulting/ act as advisory on processes and metrics.
• Assist with curated responses on RFP questionnaire wherever applicable/in scope. Complement with case studies wherever possible.
• Assist in building an enterprise knowledge management repository/ innovation catalogue.

Customer Centricity

• Experience in customer-facing positions as a professional services project manager, consultant or engineer.
• Understanding of consulting field organizations and partner ecosystems knowledge of key business drivers that can accelerate or prevent change while driving quarterly focused organization.
• Exceptional skills in managing client escalations with a proven track record of risk management.
• Ability to translate VOC/VOB into actionable insights and drive implementation and closure.
• Administer Customer Satisfaction surveys, drive analytics with drill down views. Ensure closure of PCSAT actions by having regular governance mechanisms
• Participate in Internal and Customer governance.
• Assist Delivery teams meet Customer expectations and obligations by sharing good practices, re-usable innovations, Internal and External quality standards.

Run the Business

• Aligning the new or changed service in line with the Transition methodology using toll gate-based reviews. Provide support/ advisory to ensure services “Land Safe” via early warning alerts and toll gate review mechanisms.
• Ability to design and drive implementation of Process deployment during the lifecycle of an engagement by facilitating the design/ deployment of ITIL practices.
• Excellent understanding of the CRM tool set and should be able to contribute with building dashboards and SLA correlations.
• Conduct periodic Process health checks, identify gaps, vulnerabilities and drive closure via sustained enablement.
• Assist with SLA onboarding, assist with development of KPI’s and measurement methodologies.
• Establish Early Warning methodology using organizational Risk Management frameworks.
• Ensure investigations are conducted, root causes identified, corrective and preventive actions are established and recorded in relevant Tracking Systems for Risks, Escalations, SLA breaches, Nonconformities, Transitions, Service Delivery, Problem Management and other applicable ITIL Processes
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information. Assist delivery teams in breaking a problem down to manageable pieces and identifying effective and timely solutions using PDCA or Lean or Six Sigma Principles
• Ability to drive Lean & Six Sigma initiatives.
• Hands on experience with Run Processes (Incident, Request, Problem, Change)
• Ability to implement tactical processes (Configuration Management, Knowledge Management, Capacity Management)
• Sound knowledge of Azure Devops, Kanban’s etc

Transform the business

• Understanding of consulting field organizations and partner ecosystems – knowledge of key business drivers that can accelerate or bring about transformation.
• Should have had prior experience in leading a large transformational initiative (e.g., Modernization, Virtualization, Digitalization, Hyperconverged Infrastructure, Tools Rationalization etc)
• Ability to lead Continual Service improvements (Kaizens, Transformations, LSS programs), exhibiting value propositions

Experience

• 5-8 years

Qualifications

• ITIL v4
• Essentials (101) of Cloud, DevOps, Agile
• LSS (Green Belt)
• Ability to translate business needs into technology led actionable and vice versa.
• Excellent collaboration, communications and interpersonal skills