Technical Delivery Manager

2 days ago

Chennai, Tamil Nadu, India Kanini Software Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role Overview:

The Technical Delivery Manager (Production Support) will be responsible for leading and managing 24/7 production support operations, ensuring application stability, performance, and availability. This role requires a strong understanding of ITIL processes, incident management, problem management, and continuous service improvement. The ideal candidate will drive operational excellence through automation, governance, and proactive monitoring.

Key Responsibilities:

  • Manage and oversee L2/L3 production support operations across multiple applications and platforms.
  • Ensure adherence to ITIL processes Incident, Problem, Change, and Service Request Management.
  • Drive root cause analysis (RCA) for major incidents and implement preventive actions.
  • Establish and track key performance metrics (KPIs and SLAs) for support operations.
  • Conduct governance meetings, service reviews, and WAR room calls for critical issues.
  • Collaborate with cross-functional teams (Development, QA, DevOps, Infrastructure) to ensure seamless service delivery.
  • Identify and implement automation opportunities to improve efficiency and reduce manual tasks.
  • Develop reports and dashboards to monitor system health, performance, and incident trends.
  • Manage stakeholder expectations and communicate effectively with clients and leadership.
  • Ensure compliance with security and audit requirements.
  • Drive continuous improvement initiatives and implement value-added services.

Required Skills & Experience:

  • 10+ years of IT experience with at least 5 years in Production Support / Service Delivery Management.
  • Strong experience in incident, problem, and change management following ITIL best practices.
  • Experience in managing 24/7 support with rotational or weekend support models.
  • Proven ability to handle high-severity incidents and escalation management.
  • Proficiency in monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, SolarWinds, Grafana, etc.).
  • Good understanding of Cloud environments (AWS / Azure / GCP) and application deployment processes.
  • Experience with automation tools or scripting (Python, Shell, Ansible, etc.) is an added advantage.
  • Excellent leadership, communication, and stakeholder management skills.
  • ITIL certification (Foundation or higher) preferred.

Nice to Have:

  • Exposure to DevOps practices (CI/CD, monitoring, alerting, release automation).
  • Experience in managing distributed teams across multiple geographies.
  • Familiarity with governance and compliance frameworks.

Education:

  • Bachelors degree in Computer Science, Information Technology, or related field.
  • ITIL or PMP certification preferred.

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