Senior Manager-Customer, Digital & Connected Systems Tata Motors

About Tata Motors

Job Description

Purpose of the Role Manage Cloud based digital products at scale which are built on proprietary digital and connected platforms within the organization for rapid resolution of customer challenges across products Provide necessary troubleshooting to the Field Service teams, Dealerships, and inputs to Digital Quality team. Work with a set of technical leaders and partners to deliver and build a consensus based environment to drive technical excellence in the underlying work while executing the devops strategy and solutions Be aware of basic tenets of product management and the product cycle Be able to work directly with the customers, talk to customers, understand painpoints, work with product owners and business to deliver on those pain points Be good with financial side of products and services. Job Responsibility Product, Cloud, Devops & Management: Prioritization based on requirement validation, business value identification, strategy alignment check. Have a very good understanding of cloud and running digital products, optimally on cloud. For prioritized projects, creating solutions and resultant Capex/Opex estimates which are more granular than initial solutions and estimates but lacking detailed component wise breakdown. Creation and execution of action plans based on business satisfaction survey scores. Project Management: Initiation, execution, Review, governance, risk management, etc. Supporting upkeep of IT landscape by identifying, mitigating and managing business impact of necessary and planned IT outages (For example: Upgrades, Disaster Recovery Drill, Hardware/ Network Maintenance, etc.) Deployment of relevant product to new dealerships and conducting associated training. SLA reporting, major incident management and root cause analysis Change Request Management and application change request prioritization. Approving minor capital expenses (Expenses on local IT infrastructure below 25000 and IT consumables). Prioritization and provisioning of local IT infrastructure, and execution of prioritized issues. Risk Management (Mitigation), of processes and equipment to ensure IT compliances with respect to Security and ITIL. Monitoring and controlling return of IT devices as per established policies and processes. Management of internal customer expectations by handling escalations and exceptions from end users Monitoring, controlling and preventing set up and usage of bespoke local IT infra (For e.g.: Wi-Fi, Broadband, etc.). Establish and run governance mechanisms to ensure IT infra policy adherence at local levels by product internal stakeholders . Creating Solution architecture based on new and existing technologies, solution review and sign off from product owners. Undertaking business process change or policy clarification or communication required for making IT services more efficient. Management of internal customer expectations by handling escalations and exceptions from end users. People Management: Inter-personal skills to manage stakeholder conversations amicably Manage, coach and develop a high performing team that meets agreed objectives and delivers best practice results, added value and continuous improvements. Set departmental objectives/KPIs and review and assess ongoing performance of direct reports. Report on achievement of targets and identify and take actions required Ensure that all functions under supervision operate in accordance with health, safety and environmental policies and procedures to ensure the safety and wellbeing of employees and customers. Stakeholder Profiles & Nature of Interactions Desired Candidate Profile Education Engineering Graduate ( B.E. / B.Tech Computer Science/IT) Relevant Experience : 6-7+ Years Experience in Automobile Industry Preferably doing either Devops or IT support of digital products Experience of handling IT of organization focused on institutional customers, STUs and Govt agencies Skills & Competencies Strong Interpersonal, Negotiation and Influencing Skills Strong Planning and Execution Skills Strategic and Tactical Thinking Team Management Skills Excellent Leadership Skills and excellent articulation and communication (No tolerance here) Understanding of Business Financials and P&L,