Symphony SummitAI provides you with the opportunity to mould your career with an unparalleled mix of people, business knowledge and technical expertise that helps real companies solve real world problems. We have led the market in creating innovative solutions powered by artificial intelligence that have not only changed businesses but also the careers of our employees. We are looking for enthusiastic candidates with a winning attitude to lead change.
Symphony SummitAI is a market-leading artificial intelligence driven IT and Enterprise Service Management suite that integrates IT Service Management (ITSM), IT Asset Management (ITAM) and IT Operations Management (ITOM) in one single easy-to-use platform. SummitAI accelerates digital transformation by re-imagining the IT and Enterprise workflows with AI and automation to unleash greater enterprise productivity. Customers have rated SummitAI as a Gartner Peer Insights Customers’ Choice twice in a row. SummitAI has been featured in IDC MarketScape 2020 and Forrester NowTech 2019. Symphony SummitAI is a portfolio company of SymphonyAI.
About SymphonyAI
SymphonyAI is the fastest-growing operating group of B2B AI companies, backed by a $1 billion commitment to deliver next-generation AI solutions for transforming the enterprise. SymphonyAI addresses use cases in healthcare and life sciences, retail and CPG, industrial manufacturing, energy, oil & gas, media and entertainment, defense, and financial services. Since its founding in 2017, SymphonyAI has grown rapidly to a group of eight companies with a combined revenue run rate of more than $350 million. Over 2,200 talented leaders, data scientists, and other professionals operate the group under the leadership of one of Silicon Valley’s most successful serial entrepreneurs, Dr. Romesh Wadhwani.
Website: http://www.symphonysummit.com/
Responsibilities:
Experience in designing, support, and implementing cloud solutions on Azure platforms
Perform configuration management and disaster recovery tasks on your new environment.
Responsible for ensuring uptime of cloud Infra as per the customer SLA
Responsible for ensuring optimal cost in running the Cloud operations.
Experience in leading/managing support for /software products
Achieving Productivity YOY using automation, process improvement and shift left opportunities
Collaborates with other teams like Development, Product Management, and Quality
Experience in Web and Database Support – with a clear understanding of the basics of the application, technology, and domain.
Managing database security, backup and recovery, and performance monitoring standards
Prior experience in managing both virtual and partner teams
Setup Governance model to review quality of support proactively and ensure to address the challenges/escalation within Delivery.
Ensure right tickets escalating to QA/Engineering
Plan and adhere Major incident process
Coordinate with Support Sr Manager in resource planning, addressing escalations, Skill building and customer satisfaction
Sustain process hygiene
Ability to guide and mentor the team to deliver the company KPIs effectively.
Adherence to internal SLA in order to meet customer SLA.
Ensure SOP’S /knowledge articles are published.
Qualifications:
Technical Degree (Bachelor of Engineering) or above.
15 to 20 years of relevant Experience in Product support managing enterprise customers
Cloud Certification
IT Infra Background
ITSM Domain (Preferred)
Experience level: 15+ years
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