Delivery Manager

Purpose :

- The Service Delivery Manager is responsible for overseeing the daily operations of Application support team as well as participating as an active member of the team.

- As Service Delivery Manager, you will partner with the Customer and application development team to deliver exceptional support to customer through ITIL framework.

- This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The Service Delivery Manager will report to Delivery Director

Key Responsibilities :

- Oversee the day-to-day operations of the Support Team Act as a senior agent who will drive customer satisfaction through customer support

- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions Act as a mentor and provide oversight, coaching, and training to technical support staff Handle incoming tickets.

- Be the point of contact when it comes to technical escalations Record and track team SLAs and workflows Analyze data and implement process improvements to processes and tools Provide support where needed for both internal and external customers. Clearly communicate escalated issues.

- Manage and report on all incoming technical support inquiries On-board all new technical support team members .

- Assist in the creation of the team KPIs as well as monitor and report on results Monitor team performance and report on metrics.

- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner .

- Work to create any relevant support material for the team

- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

- Review all technical support related processes and documentation for continuous improvement

- Review AWS cost and optimize it by providing relevant solutions Participate in Sev1/Sev2 calls and represent application team

Key Performance Measures :

Including but not limited to:

- Quality and clarity of project related communications (both internal and external)

- Being able to manage overall service delivery processes during project phase and in BAU phase

- Timeliness in submission of status reports and other documentation (within agreed deadlines)

- Maintenance of Project and BAU tasks within Project Plan and JIRA Being able to manage multiple projects running concurrently, along with day-to-day management of BAU operational activities for customers in production

- Effective adaption of governance processes and standard templates and procedures Management /resolution of Project Administration queries Complete ownership of project deliverables and resolve impediments reported by Delivery leads to enable smooth delivery for projects

Key Relationships :

- Superior

- Peers

- Subordinates

- Stakeholders

Qualifications & Experience :

- Strong Project management Skills will technical background on Java/J2EE

- Well versed with Project management tools including Excel Aware of Production related Incident, Problem, Change Processes Aware of ITIL, DevOPS methodology and tools Ability to work with various, Development, Operations stakeholders, locally and globally.

- Independent, self-starter and fast learner

- Good Communication and Interpersonal Skills.

- Proven people management and leadership skills

- Excellent communication, both oral and written skills Strong problem solving and communication skills

- First line of support and troubleshooting issues

- Strong analytical skills to investigate and resolve customer support tickets Able to multi-task efficiently under time pressure

- Able to work with cutting edge technology and assimilate information rapidly

- Previous experience in managing customer focused teams Proven experience in managing a service and support focused team culture

- Strong knowledge/experience in AWS Strong knowledge/experience in Java, J2EE 5 years plus experience in a Technical Support Team Lead role 2 years plus experience in AWS 1 year plus experience with ServiceNow or other equivalent tool

- Preferred Qualifications : ITIL, Devops, Cloud certifications

- Prior Knowledge on Application Production Support

- Experience with at least one RDBMS (MySQL, PostgreSQL, RDS, Oracle, etc).

- Preferred a Bachelor's Degree in Computer Science.

Education : Bachelor's degree in computer science, engineering, or a related field

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.