AMS Service Delivery Manager

Job Description

Experience: 12-19 Years Work Location: Kolkata(1st Preference)/ Mumbai / Pune / Chennai / Hyderabad / Bangalore / Delhi / Noida/ Coimbatore Job Description: The AMS Service Delivery Manager will have a deep understanding of SDLC, Distributed and Open Source technologies, Maintenance & Support project features coupled with strong leadership and project management capabilities. This role involves overseeing end-to-end service delivery, ensuring high-quality standards, and maintaining customer satisfaction. Responsibilities: • Oversee the delivery of multiple projects, ensuring they are completed on time, within budget, and to the highest quality standards. • Develop and implement service delivery strategies to enhance efficiency and customer satisfaction. • Ensure compliance with service level agreements (SLAs) and manage service performance metrics. • Provide technical leadership and guidance to the development team, ensuring best practices in coding, architecture, and design • Collaborate with stakeholders to define project scope, objectives, and deliverables. • Monitor and report on service delivery performance, identifying areas for improvement. • Adhere to Agile ways of working and make sure of aligning the team in the same mindset. • Guiding and mentoring team on the SRE guidelines and Continuous improvements. • Encourage team on continuous learning (ensuring cross-skilling and upskilling) and AI intervention as a culture. • Ensure customer feedback is collected, analyzed, and acted upon to improve service quality Mandatory Skills: • Should have Maintenance & Support project experience and good knowledge on SDLC phases on any one of the below Distributed/Open source technologies o .Net Fullstack (+ React or Angular + PL-SQL) OR o Java Fullstack (+ React or Angular + PL-SQL) OR o Mainframe (COBOL, DB2, AS-400 etc.) • Should possess basic knowledge of DevOps (CICD, SAST/DAST, branching strategy, Artifactory and packages, YAML etc.) • End to end Incident Management • Review Shift and Roster plans • Should have good working experience in support & maintenance projects • Project management - project planning, timelines, resources, budgets, risks, mitigation plans, escalation management, Change Request creation, Transition Planning and Management etc. • Excellent Communication and convincing power. • Excellent team collaboration Good to have skills: • Should possess SRE ideas like Observability, Resiliency, SLA-SLI-SLO, MTTx • Knowledge of Observability tools (Splunk/AppDynamics/Dynatrace/Prometheus/Grafana/ELK stack) • Basic Knowledge on Chaos Engineering, Self healing, auto scaling • Basic Knowledge on one of the clouds (Azure OR AWS OR GCP) • Building use cases for automation and AI/Agentic • Knowledge on any one scripting language (Python/Bash/Shell)