Job Description
Job Description
• Establish and socialize organizational strategy and roadmap in collaboration with VP – Cloud Engineering & Ops
• Build an operational standard for documents, artifacts, processes, quality and intake
• Build a program of work to transition existing product and services to the defined operational standard
• Establish a global team of engineers to execute the program and work and take ownership of operational practices
• Hold teams accountable to service level expectations and provide transparency to operational best practices through metrics, dashboards and reports
• Analyze and identify areas of inefficiency and drive automation and process improvement to improve service quality
• Collaborate with product owners and engineering teams to ensure ongoing delivery adheres to operational standards
• Maintain a practice of continual improvement
Qualifications
• 5 – 7 years as team lead or other leadership in a technical capacity
• 15+ years working in technical operations roles.
• Passion for rationalizing and standardizing operational work .
• Experience Recruiting and building new teams
• Process improvement focused
• Demonstrated Experience with large scale incident resolution
• Technical depth to extract key documentation from existing teams
• Data and Results driven and capable of using to provide transparency to business outcomes
• Ability to negotiate service windows and RACI with product owners
• Ability to lead multiple teams in "follow-the-sun" models
Additional Information
Experian Careers - Creating a better tomorrow together
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• Establish and socialize organizational strategy and roadmap in collaboration with VP – Cloud Engineering & Ops
• Build an operational standard for documents, artifacts, processes, quality and intake
• Build a program of work to transition existing product and services to the defined operational standard
• Establish a global team of engineers to execute the program and work and take ownership of operational practices
• Hold teams accountable to service level expectations and provide transparency to operational best practices through metrics, dashboards and reports
• Analyze and identify areas of inefficiency and drive automation and process improvement to improve service quality
• Collaborate with product owners and engineering teams to ensure ongoing delivery adheres to operational standards
• Maintain a practice of continual improvement
Qualifications
• 5 – 7 years as team lead or other leadership in a technical capacity
• 15+ years working in technical operations roles.
• Passion for rationalizing and standardizing operational work .
• Experience Recruiting and building new teams
• Process improvement focused
• Demonstrated Experience with large scale incident resolution
• Technical depth to extract key documentation from existing teams
• Data and Results driven and capable of using to provide transparency to business outcomes
• Ability to negotiate service windows and RACI with product owners
• Ability to lead multiple teams in "follow-the-sun" models
Additional Information
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
💡 Quick Summary
Seeking a career-building opportunity? The Director | Cloud Operations Service Desk position is now open for candidates interested in the Customer Care sector. This role in Hyderabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.