Service Delivery Manager - Production support (7-15 yrs)

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.