Delivery Manager - IT

Delivery Manager

Location: Pune

Experience: 15 - 25 years

CTC: Upto 40 LPA

MUST HAVES:

Skills :

- He must have functioned as an application support manager, and cloud ops manager. (Production support/ management)

- Agile, Sprint, Cost estimation, conflict, team effectiveness, project reports resource optimization, agile spikes, etc.

- Insurance Industry Knowledge,

- Experience in Application Management and Support experience (AMS) or production support with exposure to Cloud Ops.

- Managing Cloud infra and application support, Cloud Tech experience, experience on the cloud tech stack, experience to manage infra

- DevOps, deep understanding of the tools set

- Logic on problem-solving, the solution to commit on-time delivery with good quality

- Sense on evaluating the tasks but just order take to work around with the client Project Management, Delivery Management,"

Purpose :

- The Service Delivery Manager is responsible for overseeing the daily operations of the Application support team as well as participating as an active member of the team.

- As Service Delivery Manager, you will partner with the Customer and application development team to deliver exceptional support to customers through ITIL framework.

- This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

- The Service Delivery Manager will report to Delivery Director.

Key Responsibilities :

- Oversee the day-to-day operations of the Support Team Act as a senior agent who will drive customer satisfaction through customer support

- Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions

- Act as a mentor and provide oversight, coaching, and training to technical support staff

- Handle incoming tickets Be the point of contact when it comes to technical escalations Record and track team SLAs and workflows

- Analyze data and implement process improvements to processes and tools Provide support where needed for both internal and external customers.

- Clearly communicate escalated issues.

- Manage and report on all incoming technical support inquiries

- On-board all new technical support team members

- Assist in the creation of the team KPIs as well as monitor and report on results Monitor team performance and report on metrics

- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Work to create any relevant support material for the team

- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

- Review all technical support related processes and documentation for continuous improvement

- Review AWS cost and optimize it by providing relevant solutions Participate in Sev1/Sev2 calls and represent application team