Lead Operations Centralised Cloud

Role Purpose

The Lead Governance Centralized Cloud Team will own and govern end-to-end customer support and IT developments ensuring operational excellence for cloud-based products. This includes overseeing the quality and SLA adherence of all tickets. The role is accountable for defining governance frameworks ensuring compliance driving consistency across support operations and enabling scalable high-quality customer experiences across all service channels and delivery partners.

Strategic Planning & Key Responsibilities

Key Responsibilities

• Governance on process adherence SLA compliance and overall service quality
• Structured CFT engagement with IT/Process teams for automation enhancements and module effectiveness
• Cross-functional alignment to improve ticket routing accuracy to IT OEM and Channel Partners and drive process enhancements
• Handle critical escalations and oversee key customer-impacting issues
• Drive system integrations and development initiatives to simplify the customer lifecycle through DIY solutions
• CLCM design and validation including CFT alignment and change management
• Define and institutionalize governance frameworks for centralized cloud support operations
• Establish policies standards and operating models aligned with business and cloud product strategy
• Serve as senior escalation authority for critical incidents customer escalations and systemic risks
• Ensure adherence to SLAs KPIs service quality benchmarks and regulatory requirements
• Own governance of incident management major outages customer communications and RCA processes
• Partner with Product Engineering DevOps and Cloud Infrastructure teams for resolution and prevention
• Ensure operational readiness for new cloud releases migrations and feature launches
• Standardize customer communication during incidents maintenance windows and service disruptions
• Leverage voice-of-customer insights to influence product improvements and process redesig

Process Automation & Tool Governance

• Govern implementation and optimization of CRM ITSM and cloud monitoring platforms
• Drive adoption of automation AI-based routing chatbots and self-service capabilities
• Establish data-driven dashboards and MIS for operational quality and governance reporting
• Identify efficiency opportunities through analytics and process re-engineering

Team Management:

• Lead inspire as high performing team both inhouse and at partners end.
• Coaching and mentoring of team members on areas of opportunities.
• Drive learning opportunities within the team for skill enhancement and acquiring new skills.

Coordination/Collaboration/Audits:

• Work closely with other verticals (IT SO RCM RA Finance Regional Marketing) to align contact center operations with overall business goals.
• Coordinate with external partners OEM etc and vendors to understand the latest trends & offering in Customer Service space via Digital mode.
• Front end the Audits done around various Contact centre parameter support in TPRM compliance.

Normal Shift

• Strong understanding of cloud platforms (AWS / Azure /etc) & Telecom Knowledge
• Solid knowledge of ITIL frameworks (Incident Problem Change Major Incident Management)
• Experience with CRM / ITSM tools (ServiceNow Zendesk Freshdesk etc.)
• Ability to lead and manage large teams
• Deep understanding of customer service principles and practices
• Proficiency in analysing data and performance metrics

• Familiarity with Telecom QoS UCC Regulation.

• Sound Knowledge in Telecom or a similar role in any industry.

• Industry-Specific Knowledge Domain Expertise

• Minimum 18 to 20 years of experience in a similar role / CS Roles

• Team Management
• Problem Solving
• Decision Making
• Analytical Skills
• Client Orientation
• Relationship Management
• Presentation Skills

• SLA adherence and service uptime governance
• CSAT / NPS improvement
• Incident resolution and recovery time
• Cost efficiency and cost-per-contact reduction
• Support readiness and governance for new product launches