Service Delivery Manager

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About the Role

We are looking for an experienced Application Support Manager to lead our application support function and ensure uninterrupted service delivery. The ideal candidate will have strong expertise in SLA management, P1/P2 incident handling, and major incident management, along with the ability to collaborate across teams and drive high service reliability.

Key Responsibilities

• Manage end-to-end application support operations, ensuring timely issue resolution and high availability.
• Own and track SLA adherence, ensuring all incidents and service requests meet defined timelines.
• Lead the Major Incident Management (MIM) process for critical P1 and P2 incidents.
• Ensure effective communication with stakeholders during outages or high-priority events.
• Coordinate with engineering, infrastructure, and product teams to identify root causes and implement long-term fixes.
• Implement and optimize monitoring, alerting, and escalation workflows.
• Prepare and present incident reports, RCA documentation, and performance dashboards to leadership.
• Drive continuous improvement across support processes, reducing recurrent issues and improving user satisfaction.
• Mentor and guide the application support team to improve productivity and technical capabilities.

Required Skills & Experience

• 610 years of experience in Application Support, including at least 3 years in a managerial or lead role.
• Strong experience in SLA management, P1/P2 handling, and major incident management.
• Solid understanding of ITIL processes and service delivery frameworks.
• Hands-on experience with monitoring tools, ticketing tools, and incident management platforms.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to work under pressure during critical incidents and make quick, effective decisions.

Preferred Qualifications

• ITIL Foundation certification (preferred but not mandatory).
• Experience supporting large-scale, customer-facing applications in fast-paced environments.
• Technical understanding of databases, cloud environments, and application architectures.

Why Join Us

• Competitive compensation (up to 25 LPA).
• Opportunity to lead and shape a high-impact support function.
• Collaborative work culture with strong growth and learning opportunities.