Program Manager

Job Description

Job Overview: We are seeking a highly skilled Service Delivery Manager to oversee and manage service delivery operations, ensuring adherence to SLAs and maintaining strong client relationships. The ideal candidate will be driving continuous improvements in service quality and operational efficiency. Key Responsibilities: Oversee end-to-end service delivery for application support, including enhancements and L1, L2, and L3 support. Ensure strict adherence to SLAs (P1-P4 ticketing structure) and service commitments. Lead L1, L2, and L3 support teams, starting with 5 to 6 members and scaling up over time. Collaborate with the onshore Service Delivery Manager (SDM) for seamless coordination. Develop and implement best practices for governance, incident management, knowledge management, and performance monitoring. Utilize JIRA, Site24x7, and dashboards for effective monitoring and reporting. Drive automation and innovation by recommending and implementing appropriate tools and processes to enhance service efficiency. Required Skills: Around 10 years of experience in IT Service Delivery Management, preferably in the banking domain. Hands-on experience with JIRA Service Management, AWS, and monitoring tools. Strong understanding of microservices, DevOps, and cloud-native applications. Experience in managing both desktop and mobile applications. ITIL certification & L3 support is preferred Proficiency in at least one of the following areas is required: Programming Languages: Python or Java Frontend Development: React, HTML, CSS Backend Development: Node.js, .NET (C#) Software Development: C, C++ AI/ML & Data Technologies: AI/ML Application Development, Data Science, Data Analytics ETL Development: Experience in Extract, Transform, Load (ETL) processes