Service Manager

• Acts as a liaison between Business owners & Client's Infrastructure team for OCPv
• Act as the escalation point when technical blockers slow down business critical fixes.
• Triage incoming incidents, requests, and changes from ticketing platforms
• Assign tasks to specialized platform, network, or storage engineers based on urgency, technical domain, and SLA thresholds.
• He is a key person doing capacity planning by translating the Operational requirements to  into infrastructure capabilities and keeping business leaders informed during service disruptions or maintenance windows.
• Track OpenShift Virtualization cluster performance, storage utilization, and VM compute allocations to prevent performance issues
• Monitor adherence to internal Service Level Agreements (SLAs), enforce ITIL operational standards,
• Ensure the virtualized infrastructure complies with Siemens cybersecurity guidelines.
• Drive major incident handling and chair Root Cause Analysis (RCA) reviews after outages

Skills -

• Core understanding of OpenShift, Kubernetes, Ansible Storage
• Hands-on experience with ticketing systems (ServiceNow, Jira Service Desk)
• Platform monitoring/alerting tools (Prometheus, Grafana).
• Expertise in executing ITIL frameworks,
• Ability to evaluate incoming issues based on urgency and business impact,
• Aptitude for handling high-severity incidents, and managing business stakeholders to avoid escalations
• Competence in coordinating with external vendor support (HPE, NVidia, Red Hat, VMWare, MS, etc.)