Service Delivery Manager Sivarsa Technologies LLP

5.0 - 9.0 years

0 Lacs

navi mumbai, maharashtra

On-site

As a Service Delivery Manager at our location in Airoli, Mumbai, your role involves being the primary escalation point for complex technical issues that cannot be resolved by the first-level support team, ensuring timely and effective resolution. You will manage and prioritize incident tickets to guarantee that service disruptions and technical issues are efficiently resolved within established service level agreements (SLAs). Additionally, you will lead efforts to identify root causes of recurring technical problems and implement long-term solutions to prevent their reoccurrence. Allocating resources effectively to address support tickets and balancing the workload among team members to optimize efficiency is a crucial aspect of your role. You are expected to maintain a deep technical understanding of the IT systems, applications, and infrastructure being supported and provide technical guidance to team members. Interacting with end-users, internal stakeholders, and customers to understand their technical issues, provide updates on resolution progress, and ensure a high level of customer satisfaction is also part of your responsibilities. Continuously improving support processes and workflows to enhance efficiency and effectiveness, often leveraging ITIL best practices, is essential. Ensuring that all support activities, incident resolutions, and problem-solving processes are well-documented for reference and reporting is a key aspect of the role. Identifying training needs for support team members and facilitating training programs to enhance technical skills and knowledge is also part of your duties. Qualifications: - Essential: A bachelor's degree in a relevant field along with experience in the domain of IT support and management. - Preferred: A degree in a relevant field such as computer science, information technology, or a related discipline. Skills Required: - Network management - Server management - Database (Oracle & SQL) - Incident Management - Good knowledge of Java, .NET, and Log application. - Solution-oriented for the applications. This is a full-time, permanent position with benefits including health insurance, paid time off, a performance bonus, and a yearly bonus. The work schedule is during the day shift from Monday to Friday, with the work location being in person.,

Posted 22 hours ago

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