Job Description :
- Salesforce Background is must
- Works closely with Pandora project team including assigned Pandora Manager.
- Responsible for successful delivery of the support engagement and meeting customer commitments
- The SDM will run the SCRUM ceremonies.
- Responsible for overall Governance and Reporting of the project
- Responsible for identifying areas of risk and working with Pandora to mitigate the same.
- 1st point of escalation for any issues or concerns related to the account and to the support engagement.
- Works on day-to-day basis to manage resource workload and assign shift responsibility as well as publish shift roster to Pandora monthly.
- Manage team to deliver commitments on SLAs and KPIs.
- Manages the Knowledge Management processes and drives team to ensure knowledge capture, update and accuracy during transition and steady state operations.
- Responsible for programmatic review of all recuring issues and drives problem management processes to reduce recuring issues, single point failures or chronic issues.
- Drives the adoption of automation tools in the AMS project.
- Conducts Review meetings and the Weekly operational meetings and publishes written status reports.
- Drives the weekly, monthly, and quarterly reviews and participates in the yearly review as outlined in the Governance approach in our proposal.
- Works with Customer PMO to look at the demand plans, create and maintain resource and capacity plan, environment plan and manage project issues, risks, and escalations.
- Works with Jade Client Partner and Executive management to drive quarterly business review meetings.
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