Delivery Lead

2 weeks ago

Noida, India Incedo Inc. Full time

We are looking for a dynamic and experienced Delivery Lead to head our Technical Assistance Center (TAC) operations supporting network security products. This role is responsible for leading a team of 50+ L1–L3 engineers, ensuring high-quality service delivery, customer satisfaction, operational excellence, and continuous improvement in a 24x7 global support environment.

Responsibilities
:

  • Leadership & Delivery Management
  • Lead end-to-end service delivery for TAC operations covering L1–L3 support across regions.
  • Manage a large team of 50+ engineers (including Team Leads, SMEs, and Support Engineers).
  • Ensure adherence to SLAs, KPIs, and contractually agreed service levels.
  • Own incident, problem, and escalation management; act as the point of contact for high-priority customer escalations.
  • Drive operational excellence through automation, standardization, and process improvements.

Customer & Stakeholder Management

  • Build strong relationships with client stakeholders for delivery governance, performance reviews, and continuous alignment.
  • Represent TAC leadership in executive discussions, QBRs, and incident post-mortems.
  • Ensure proactive communication and reporting on service delivery metrics, risks, and action plans.

People & Performance Management

  • Hire, develop, and retain high-performing support engineers and leaders.
  • Mentor and coach team leads and SMEs to foster a high-performance culture.
  • Drive career progression, learning paths, and succession planning within the TAC team.
  • Conduct periodic performance reviews, workforce planning, and capacity forecasting.

Quality & Transformation

  • Monitor and improve support quality through audits, root cause analysis, and corrective actions.
  • Champion initiatives around shift-left, knowledge management, and AI-powered support adoption.
  • Collaborate with Engineering, Product, and QA teams to drive product supportability and feedback loops.

Qualifications
:

  • 15+ years of overall experience in IT operations/support, with 8+ years in people leadership roles, and 3–5 years in delivery leadership.
  • Strong experience in leading TAC or technical support operations for network security products (WatchGuard, Fortinet, Palo Alto, Cisco, etc.).
  • Proven experience managing large, distributed teams in a 24x7 global support model.
  • Solid understanding of networking and security concepts (Firewalls, VPN, IDS/IPS, Endpoint Security, MFA, etc.).
  • Strong grasp of ITIL processes, ticketing systems (Salesforce, ServiceNow), and support tooling.
  • Exceptional leadership, stakeholder management, and communication skills.

Preferred Skills
:

  • Bachelor's or Master's degree in Engineering, Computer Science, or IT.
  • Certifications: ITIL, PMP, or Six Sigma; technical certifications (CCNP Security, NSE, PCNSE, etc.) are a plus.
  • Exposure to managed services, professional services, or support delivery for OEMs or ISVs.
  • Experience driving AI/ML-based support solutions, knowledge management systems, or customer experience transformation.

  • Delivery Lead

    6 days ago

    Noida, Uttar Pradesh, India Incedo Inc. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    We are looking for a dynamic and experienced Delivery Lead to head our Technical Assistance Center (TAC) operations supporting network security products. This role is responsible for leading a team of 50+ L1–L3 engineers, ensuring high-quality service delivery, customer satisfaction, operational excellence, and continuous improvement in a 24x7 global...

  • Solution Delivery Lead

    1 day ago

    Noida, India Dailoqa Full time

    Job Description The Delivery Lead will champion the end-to-end delivery of Agentic AI solutions for banking and financial services clients. Drawing on a robust track record of having led complex system development and transformation programs for BFSI organizations, this individual will be hands-on in driving best-in-class engineering, from initial...

  • Presales & Delivery/Practice Lead

    5 days ago

    Noida, India InfoStride Full time

    PFB the JD for the Presales & Delivery/Practice Lead role: Location - Mohali (Phase-8B) or Noida (Sec-142) Timings - Night Shift Education: B.Tech / M.Tech / MCA / BCA+MBA Experience: Minimum 6–10 years in US IT Services with a proven track record in sales + delivery management. About the Role: We are looking for a highly driven and versatile...

  • Presales & delivery/practice lead

    1 day ago

    Noida, India InfoStride Full time

    PFB the JD for the Presales & Delivery/Practice Lead role: Location - Mohali (Phase-8 B) or Noida (Sec-142) Timings - Night Shift Education: B. Tech / M. Tech / MCA / BCA+MBA Experience: Minimum 6–10 years in US IT Services with a proven track record in sales + delivery management. About the Role: We are looking for a highly driven and versatile...

  • Technical Delivery Lead

    4 weeks ago

    Greater Noida, Uttar Pradesh, India Veersa Technologies Full time

    Job Title : Technical Delivery LeadLocation : Noida, India Hybrid (3 days/weekly in-office)Position Overview : We are looking for an enthusiastic and skilled Technical Delivery Lead to join our Noida delivery center. As a key member of our team, you will leverage your hands-on experience and technical expertise to lead project delivery, solve complex...

  • Delivery Lead

    1 week ago

    Delhi, Greater Noida, NCR, Noida, India Innovationm Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Role and Responsibilities:Define and manage project scope, goals, and deliverables in alignment with client objectives.Lead technical architecture and solution design discussions in collaboration with tech teams.Oversee the planning and execution of multiple projects, ensuring timely delivery within scope and budget.Collaborate with clients, internal teams,...

  • Presales & Delivery/Practice Lead

    3 days ago

    Noida, India InfoStride Full time

    PFB the JD for the Presales & Delivery/Practice Lead role:Location - Mohali (Phase-8B) or Noida (Sec-142)Timings - Night ShiftEducation: B.Tech / M.Tech / MCA / BCA+MBAExperience: Minimum 6–10 years in US IT Services with a proven track record in sales + delivery management.About the Role:We are looking for a highly driven and versatile Pre-Sales &...

  • Presales & Delivery/Practice Lead

    3 days ago

    Noida, India InfoStride Full time

    PFB the JD for the Presales & Delivery/Practice Lead role:Location - Mohali (Phase-8B) or Noida (Sec-142)Timings - Night ShiftEducation: B.Tech / M.Tech / MCA / BCA+MBAExperience: Minimum 6–10 years in US IT Services with a proven track record in sales + delivery management.About the Role:We are looking for a highly driven and versatile Pre-Sales &...

  • Presales & Delivery/Practice Lead

    4 days ago

    Noida, India InfoStride Full time

    PFB the JD for the Presales & Delivery/Practice Lead role:Location - Mohali (Phase-8B) or Noida (Sec-142)Timings - Night ShiftEducation: B.Tech / M.Tech / MCA / BCA+MBAExperience: Minimum 6–10 years in US IT Services with a proven track record in sales + delivery management.About the Role:We are looking for a highly driven and versatile Pre-Sales &...

  • Presales & Delivery/Practice Lead

    4 days ago

    Noida, India InfoStride Full time

    PFB the JD for the Presales & Delivery/Practice Lead role: Location - Mohali (Phase-8B) or Noida (Sec-142) Timings - Night Shift Education: B.Tech / M.Tech / MCA / BCA+MBA Experience: Minimum 6–10 years in US IT Services with a proven track record in sales + delivery management. About the Role: We are looking for a highly driven and...