Service Delivery Manager

1 week ago


Mumbai, Maharashtra, India Sivarsa Technologies LLP Full time
Job Description

Job Title: Service Delivery Manager

Location: Mumbai (Onsite)

Employment Type: Permanent

Experience: 7+ Years

Position Purpose:

Sivarsa is seeking an experienced Service Delivery Manager to oversee and manage second-level technical support for critical Payment Applications (IMPS, UPI, NEFT/RTGS, and AEPS). The role will ensure minimal downtime, efficient issue resolution, and a high level of customer satisfaction.

Key Responsibilities:

- Lead and guide the second-level technical support team (Support Engineers & Technicians) for Payment & Channel Applications.
- Act as an escalation point for complex technical issues unresolved at the first-level support.
- Manage and prioritize incident tickets, ensuring resolution within defined SLAs.
- Identify root causes of recurring issues and implement long-term solutions.
- Optimize resource allocation to balance workloads across the team.
- Maintain strong technical knowledge of IT systems, applications, and infrastructure.
- Collaborate with internal stakeholders and end-users to ensure customer satisfaction.
- Continuously improve technical support processes based on ITIL best practices.
- Ensure comprehensive documentation of incidents, resolutions, and processes.
- Identify training needs and arrange technical skill enhancement programs for the support team.

Required Skills:

- Network Management
- Server Management
- Databases (Oracle & SQL)
- Incident Management
- Java, .NET, and Log Application handling
- Solution-oriented approach towards application management
- Sound understanding of Payment Systems (IMPS, UPI, NEFT/RTGS, AEPS)
- ITIL Framework knowledge is a plus

Behavioral Competencies:

- Professionalism and sound judgment
- Respectful communication and conduct
- Drive for excellence and trust-building
- Entrepreneurial mindset with ownership attitude
- Strong teamwork and collaboration skills

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or related discipline.
- Prior experience managing technical support for mission-critical financial/payment applications preferred.

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