Service Delivery Manager

2 weeks ago

Hyderabad, India Tiger Analytics Full time

Job Description

• 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 stakeholdersJob Requirement• 10+ 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.

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