Senior Engagement Manager

· Understand client business objectives and translate them into operational strategies and service delivery models for cloud and infrastructure services.

· Lead 1–2 large-scale managed services engagements with diverse team structures and delivery models; accountable for service quality, SLAs, and revenue growth.

· Oversee cloud operations, infrastructure management, and platform reliability, ensuring high availability, security compliance, and cost optimization.

· Define service delivery frameworks, governance models, and escalation processes for critical incidents.

· Manage project teams of 3–6 consultants or more, including Service Delivery Managers, Cloud Engineers, and Support Analysts.

· Act as the primary client contact for Managed Services, Cloud Operations, and Infrastructure engagements, including regular interaction with C-level executives.

· Serve as the strategic interface between senior client leadership and EXL senior management (VPs and SVPs).

· Understand client business objectives and translate them into operational strategies and service delivery models for cloud and infrastructure services.

· Lead 1–2 large-scale managed services engagements with diverse team structures and delivery models; accountable for service quality, SLAs, and revenue growth.

· Oversee cloud operations, infrastructure management, and platform reliability, ensuring high availability, security compliance, and cost optimization.

· Define service delivery frameworks, governance models, and escalation processes for critical incidents.

· Manage project teams of 3–6 consultants or more, including Service Delivery Managers, Cloud Engineers, and Support Analysts.

· Drive automation, observability, and FinOps practices to improve efficiency and reduce operational costs.

· Provide thought leadership in cloud migration, hybrid infrastructure, and managed services transformation.

· Actively contribute to business development, including RFP responses, solution design, and client presentations.

· Mentor and develop team members, ensuring continuous skill enhancement in cloud technologies and ITIL-based service management.

· Maintain strong vendor and partner relationships (AWS, Azure, GCP, infrastructure OEMs) to leverage best practices and innovations.

· Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field; advanced certifications preferred (AWS/Azure/GCP Architect, ITIL, PMP).

· 10+ years of experience in IT Managed Services, Cloud Operations, and Infrastructure Management, including:

o Cloud platform operations (AWS, Azure, GCP)

o ITIL-based service delivery and governance

o Incident, problem, and change management

o Infrastructure automation and monitoring (Terraform, Ansible, Prometheus, etc.)

· Proven track record in leading large-scale managed services engagements and delivering to SLAs/KPIs.

· Strong understanding of security, compliance, and cost optimization in cloud environments.

· Demonstrable leadership ability, problem-solving skills, and people management experience.

· Excellent communication, stakeholder management, and presentation skills.