Technical Delivery Manager

10 - 15 years

11 - 16 Lacs

Posted:2 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description


Role Overview:

Technical Delivery Manager (Production Support)

Key Responsibilities:

  • Manage and oversee

    L2/L3 production support

    operations across multiple applications and platforms.
  • Ensure

    adherence to ITIL processes

    Incident, Problem, Change, and Service Request Management.
  • Drive

    root cause analysis (RCA)

    for major incidents and implement preventive actions.
  • Establish and track

    key performance metrics (KPIs and SLAs)

    for support operations.
  • Conduct

    governance meetings, service reviews, and WAR room calls

    for critical issues.
  • Collaborate with cross-functional teams (Development, QA, DevOps, Infrastructure) to ensure seamless service delivery.
  • Identify and implement

    automation opportunities

    to improve efficiency and reduce manual tasks.
  • Develop

    reports and dashboards

    to monitor system health, performance, and incident trends.
  • Manage stakeholder expectations and communicate effectively with clients and leadership.
  • Ensure compliance with

    security and audit requirements

    .
  • Drive

    continuous improvement

    initiatives and implement value-added services.

Required Skills & Experience:

  • 10+ years

    of IT experience with at least

    5 years in Production Support / Service Delivery Management.

  • Strong experience in

    incident, problem, and change management

    following ITIL best practices.
  • Experience in managing

    24/7 support

    with

    rotational or weekend support models.

  • Proven ability to handle

    high-severity incidents and escalation management.

  • Proficiency in

    monitoring tools

    (e.g., Splunk, AppDynamics, Dynatrace, SolarWinds, Grafana, etc.).
  • Good understanding of

    Cloud environments

    (AWS / Azure / GCP) and application deployment processes.
  • Experience with

    automation tools or scripting (Python, Shell, Ansible, etc.)

    is an added advantage.
  • Excellent leadership, communication, and stakeholder management skills.
  • ITIL certification (Foundation or higher) preferred.

Nice to Have:

  • Exposure to

    DevOps practices

    (CI/CD, monitoring, alerting, release automation).
  • Experience in

    managing distributed teams

    across multiple geographies.
  • Familiarity with

    governance and compliance frameworks

    .

Education:

  • Bachelors degree in Computer Science, Information Technology, or related field.
  • ITIL or PMP certification preferred.

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