Senior Manager - Operations

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.

What You Will Do:

• Be the customer champion and be responsible to take ownership and a turn around specialist with customer expectations
• Solving complex global customer service issues and proactively preventing negative service trends.
• Designing SLA frameworks, determine, document, and agree on requirements for new services and produce SLRs
• Responsible for the overall direction and performance of the customer support teams.
• Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Effectively partner and build productive working relationships with functional reports, peers, leadership, and other departments. Supports the sourcing strategy and provides oversight for IT vendors relationship management.
• Works with customer operations teams to ensure good coordination of IT changes without impacting business processes. Coordinates troubleshooting, support, and service for issues, and outages when necessary
• Conduct service reviews and instigate improvements within an overall Service Improvement Plan that is aligned with contract established with customer, ensure no gaps.
• Demonstrate harman competency of Leadership, judgement, collaboration and result driven

What You Need

• Candidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science
• Possess 13 to 15 years of IT services background especially with automotive experience.
• Strong knowledge of Automotive Industry IoT solutions based on AWS & Kubernetes
• Strong knowledge of HiveMQ, Kafka and MQTT protocols
• Strong knowledge on Java based application stack with good understanding of NoSQL database such as MongoDB / Document DB
• Strong knowledge on edge computing especially from automotive and connected vehicles solutions.
• Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics.
• Proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support.
• Leading and mentoring large global teams and driving operational excellence
• Skills on AIOps, Application performance management (APM) & distributed tracing
• Sound acumen on automation and ability to visualize automation framework that will provide operational efficiencies and faster identification and resolutions.

What is Nice to Have

• Excellent service management planning and execution skills
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts
• Sound knowledge in Cloud based infrastructure preferably AWS
• managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
• Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics
• Excellent service contract management skills
• Experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
• Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied.

What Makes You Eligible

• Strong customer and application operations centric approach with strong technical background.
• Be willing to work in a flexible work schedule that are aligned with different time zones of the customer environments.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.