Blue Mantis

Director

• This role will help scale the center, support new client acquisition and ramps, and influence the delivery design model.
• Direct impact and influence recognizing revenue, profitability, cost-to-serve, and utilization.
• Lead budgeting, forecasting, and financial governance for India operations in alignment with global objectives, including tax filings, payroll, statutory compliance, and risk management.
• Partner with US Finance leadership to review budget vs. actuals, analyze variances, and drive corrective actions through regular governance forums.
• Provide strategic oversight of vendor selection, contract negotiations, renewals, performance management, and cost optimization across finance, HR, IT, facilities, and operations.
• Manage senior relationships with banking partners and key service providers for payroll, compliance, audits, employee benefits, and corporate services.
• Oversee procurement and governance of employee hardware, IT assets, workplace solutions, and contractor onboarding.
• Set strategic direction for people management, driving engagement, retention, workforce planning, compensation cycles, promotions, and performance management frameworks.
• Ensure employee policies, payroll, and practices comply with Indian labor laws and organizational values.
• Serve as the executive sponsor for service delivery from the India Center, ensuring SLA adherence, client satisfaction, and operational excellence across Professional and Managed Services.
• Collaborate with global stakeholders and tower leaders to improve service quality, reduce attrition, and enhance delivery outcomes.
• Establish and track operational KPIs, leading continuous improvement initiatives based on performance data and client feedback.
• Drive talent acquisition, upskilling, certifications, and partner enablement to build a future-ready, high-performing workforce.
• Support pre-sales, solution design, and strategic advisory efforts for managed services and enterprise engagements.

Technical Account Manager

• Act as the primary technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
• Understand each client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
• Regularly review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.
• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
• Support event, incident, problem, and change management efforts for key customers using ITIL best practices.
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
• Monthly reporting to highlight KPIs and Metrics
• Analyze data trends and present recommendations
• Partner with offshore NOC teams to manage alerting, triage, escalations and performance against SLA commitments.

Senior Technical Account Manager

Network Engineer

• Develop scalable, secure, and high-performing network architecture across enterprise, data center, and cloud environments.
• Engage with clients to understand business requirements, develop technical solutions, and contribute to statements of work (SOWs).
• Lead the implementation and migration of networking solutions, ensuring seamless integration and minimal disruption.
• Design and deploy solutions involving Cisco, Meraki, Aruba, Fortinet, and Palo Alto technologies.
• Ensure network designs meet security best practices, compliance standards (PCI, HIPAA, NIST), and client requirements.
• Engineer and deploy SD-WAN, cloud networking, and hybrid cloud solutions for enterprise clients.
• Oversee project execution, provide technical mentorship to engineers, and document designs, configurations, and best practices.
• Serve as a trusted advisor for clients, helping them optimize network performance and security.

Senior Network Engineer

IT Support

• Resolve problems reported to the service desk by phone or web tickets
• Provide first-level contact and problem resolution for customer issues
• Provide timely communication on ticket status and resolution.
• Answer phone calls received by the call center by the SLA.
• Resolve or escalate issue as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
• Quickly and effectively communicate with customers within the set SLA.
• Work with vendor to resolve issues when required.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
• Regular, predictable and punctual attendance.
• May occasionally need to work on holidays or weekends.

IT Support Center Analyst

Engineer

• Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%.
• Provide first/second level contact and problem resolution for customer issues.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Update and maintain Help Desk Documentation and knowledgebase articles – 20%.
• Review and update Help Desk documentation as assigned.
• Review and create KB articles.
• Other functions as directed by management – 30% or as pre-determined by client’s needs.
• Travel to remote sites within 1 hour from home may be required one day a week.
• Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed.
• Work on tickets escalated by the level 1 engineers.
• Create ticket and return calls to customer by the set SLA.
• Quickly and effectively communicate with customers within our SLA.
• Work with vendor to resolve issues when required.
• Configure/image desktops or laptops.
• Continually update and improve our documentation of a customer environment.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Continuously improve upon soft skill sets required to deliver outstanding customer service.

EUX I Engineer

Project Manager

• Lead the planning, execution, and delivery of multiple, concurrent system integration projects, ensuring scope, timeline, quality and budget objectives are met.
• Drive integration activities related to mergers and acquisitions, ensuring seamless transition and alignment of systems, processes, and teams.
• Manage cross-functional teams, providing leadership and mentorship to drive successful project outcomes.
• Develop and maintain comprehensive project plans, resource allocations, and budgets using industry best practices.
• Proactively identify, assess, and mitigate project risks and issues, escalating as appropriate to PMO leadership.
• Foster strong relationships with clients, vendors, and internal stakeholders to ensure clear communication and alignment with business objectives.
• Oversee project portfolio management processes, coordinating resources and prioritizing deliverables in fast-paced environments.
• Prepare and present executive-level project status updates, dashboards, and summaries to senior management and stakeholders.
• Ensure compliance with PMO standards and leverage PMBOK and organizational best practices throughout project lifecycles.
• Champion continuous improvement initiatives within the PMO and contribute to refining project management processes.

Director

Senior Technical Account Manager

Senior Network Engineer

IT Support Center Analyst

EUX I Engineer

Senior Integration Project Manager – M&A