Service Delivery Manager - Production support

As a Service Delivery Manager, you will be responsible for below : - Responsible for end-to-end management of Production support for a large account, act as a go-to person for solutioning, RFP/ Solutioning. - Experience in managing delivery across all support layers ( L1,L2 and L3 )including minor enhancements and automation initiatives. - Drive thought leadership for next gen support processes in an Agile, automation first environment, define best practices and knowledge management protocols. - Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently. - Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders. - Provide up to date management reporting on regular basis to internal and external stakeholders. Qualification : - 13 years of IT experience with 3 years of working in a playing role as Service Delivery Manager for large customer. - A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving Cloud based ETL BI-based programs preferably in Azure platform. - Experience in various SDM areas including Service Management, Incident tracking Service Management, RCA, Problem management, change man. - Experience in Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management. - Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills. - People Management - Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring. - Strong knowledge in SLA Management, Incident/response tools and Release management. - Good understanding of DevOps tools/practices, monitoring tools and automation suites - A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI-based programs. - Excellent interpersonal skills and communication skills. (ref:hirist.tech)

Location: chennai, IN

Posted Date: 11/21/2024