Create world class customer facing documentation which would delight and excite customers
Remove ambiguity in understanding things by documenting things and hence making the teams more efficient and effective
Convert tacit knowledge to implicit knowledge

Roles & Responisbilities:

Managing one full region or multiple customers within a region.
Owning end to end communication and status reporting to the leadership and customer
Assimilating proficiency in managing his portfolio including estimates, asset projection, unit metrics, track CARR(Contracted Annual Recurring Revenue) and asset transfers and managing cloud costs for fully owned projects
Adding valuable data insights for the customers in processes and raising early warning signs in case of issues and escalations.
Effectively collaborating with Customer success stakeholders, manage escalations, manage and plan transitions efforts and initiate hiring accordingly
Thinking of new processes and improvements that can help his region and overall Sustenance Engineering Team.
Driving initiatives to help Senior Manager and Associate Director in achieving the target Profit gross margin and desire CSAT score for the allocated portfolio.
Prioritizing work aspects with respect to changing time-frames, goal posts, incomplete information and direction.
Understanding the big picture and cascades to the team / Handling internal and external stakeholders.
Owning their team s performance end to end like contributing to mentoring, grooming, assessing and giving balanced feedback (both strengths & development areas).
Regularly discussing performance and tracks Individual Development Plan on Lattice
Acting as a backup SEM for another region

Required Skills:

Experience in Advanced SQL & Unix
Strong Experience of ETL & Python support
Hands on Analytics Tools (Power BI or Tableau) knowledge
Good Healthcare knowledge
Fundamental ITIL Expertise
Support Processes (SLAs, OLAs, Product or application support
Project and Program management
Escalation & Team management
Problem solving mindset
Excellent written and verbal communication skills.
An ambitious person who can work in a flexible startup environment with only one thing in mind - getting things done.

Manager - Data Ops