Job Summary:

We are seeking a seasoned Technical Service Delivery Lead with 10-15 years of experience in managing and delivering complex application services. The ideal candidate will have a strong technical background in .NET, web-based applications, Flutter, Drupal, and COTS (Commercial Off-The-Shelf) applications, coupled with proven expertise in Application Managed Services (AMS) including enhancements delivery using Agile methodology. This role requires a strategic thinker with hands-on technical skills and a passion for delivering high-quality solutions that meet client expectations.

Key Responsibilities:

- Lead end-to-end service delivery for application support, maintenance, and enhancement projects, ensuring SLAs and KPIs are consistently met.

- Manage cross-functional teams across multiple technologies including .NET, Flutter, Drupal, and COTS platforms.

- Should be aware of APIs and interfacing with other ERP & Non ERP systems.

- Collaborate with clients to understand business requirements and translate them into technical solutions.

- Oversee incident, problem, change, and release management processes including bug fixes. Able to trouble shoot and facilitate team for resolution of critical incidents.

- Drive the critical and high priority incident resolution

- Proactive and reactive problem management

- Ensure Application Performance tuning and proactive monitoring

- Drive continuous improvement initiatives to enhance service efficiency and customer satisfaction.

- Ensure compliance with ITIL best practices and organizational standards.

- Provide technical leadership and mentorship to development and support teams.

- Coordinate with vendors and third-party providers for COTS application support and enhancements.

- Prepare and present service performance reports to stakeholders and senior management.

- Lead Agile-based enhancement delivery initiatives, including sprint planning, backlog grooming, and retrospectives.

Required Skills & Experience:

- 10-15 years of experience in IT, with at least 5 years in a service delivery or technical leadership role.

- Strong hands-on experience with .NET Framework / .NET Core, web-based application development, Flutter, Drupal CMS, and COTS application implementation and support.

- Proven track record in managing Application Managed Services (AMS) engagements.

- Deep understanding of ITIL processes and service management tools (e.g., ServiceNow, BMC Remedy).

- Excellent communication, stakeholder management, and team leadership skills.

- Experience in working with geographically distributed teams and clients.

- Experience in Agile methodology and enhancement delivery practices.

Preferred Qualifications:

- ITIL Foundation or higher certification.

- Experience in Agile/DevOps environments.

- Exposure to cloud platforms (Azure, AWS, or GCP).

- PMP or equivalent project management certification is a plus.

Why Join Us?

- Work with cutting-edge technologies and global clients.

- Be part of a dynamic and collaborative team.

- Opportunities for continuous learning and career advancement.

- Competitive compensation and benefits.