Key Responsibilities

• Own day-to-day delivery accountability across Engineering Application Maintenance, Engineering Operations, and Legacy Content Applications.
• Act as the primary onsite point of contact for client stakeholders, operational issues, and escalations.
• Work closely with the offshore Service Delivery Manager and track leads to translate client priorities into actionable delivery plans.
• Manage and prioritize tickets, defects, enhancements, and backlog based on business impact, severity, and SLA commitments.
• Resolve cross-track conflicts involving priorities, resources, timelines, and competing business requirements.
• Provide hands-on technical support for complex incidents, defects, and enhancements from onsite.
• Represent the offshore delivery organization in client meetings, status reviews, governance forums, and escalations.
• Maintain strong alignment between onsite client expectations and offshore delivery teams.
• Identify potential risks such as SLA breaches, scope creep, resource constraints, and delivery delays, and coordinate mitigation plans.
• Lead onsite Sev-1 incident/war-room activities, coordinating between client stakeholders and offshore technical teams.