Senior Manager - Vision Plus Service Delivery

The role is extremely critical considering the fact that both these application services are of very high business importance.

Some of the key deliverables which the Service Delivery manager was performing:

1. Application service Uptime along with the vendor management

2. Tracking the Service Level agreement (SLA) for these service.

3. Continuous Process Optimization such as by defining various proactive alerting mechanism to avoid customer escalation and service impact

4. Understand the end-to-end integration of the services including the integration with various Networks - Visa, MasterCard, Rupay and AMEX

5. Monitoring and executing the regulatory / Network compliances as per the agreement with the service provider

6. Working with the business cross function teams as well as internal IT teams on the Incidents and service requests.

7. Delivering the business Service Level Agreements (SLAs) w.r.t tickets on incidents with co-ordination with L0 / L1 teams

8. Addressing functional queries from Users / Business without delay and escalation

9. Supporting various internal and external Audits