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About the Company: Apexon is a digital-first technology services firm specialising in accelerating business transformation and delivering human-centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation. Apexon brings together distinct core competencies – in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering and UX, and our deep expertise in BFSI, healthcare, and life sciences – to help businesses capitalise on the unlimited opportunities digital offers. Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients’ toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon now has a global presence of 15 offices (and 10 delivery centres) across four continents. We enable #HumanFirstDigitalAbout the Role: Service Delivery Manager – 24×7 Platform Support Cloud Platforms, Microservices Architecture & Operational Governance Experience: 12+ Years Role Purpose: As a Service Delivery Manager, you will own the technical and operational delivery of a mission‑critical cloud-native platform operating under a 24×7 support model. The role requires strong technical ownership, architectural awareness, and the ability to govern service delivery through structured frameworks, measurable metrics, and proactive risk management.Responsibilities:Technical Ownership & Service Stability Take end‑to‑end ownership of platform support delivery across L2 and L3 support layers.Ensure service stability through proactive monitoring, operational controls, and engineering collaboration.Provide technical leadership during critical incidents and guide teams toward rapid service restoration.Drive improvements in MTTR, incident recurrence reduction, and platform reliability.Maintain a strong understanding of the platform architecture, including cloud services, microservices, integrations, and dependencies.Architectural Awareness & Root Cause Analysis Work closely with engineering and architecture teams to understand system design and operational dependencies.Drive deep technical Root Cause Analysis (RCA) for major incidents and recurring issues.Ensure RCA goes beyond symptoms to identify architectural, configuration, or design weaknesses.Define corrective and preventive actions that improve long‑term platform resilience.Demonstrate analytical ownership in investigating issues across application, infrastructure, and integration layers.Service Governance Model Establish and operate a structured service governance model for the support organisation.Define operational frameworks covering incident management, problem management, change management, and release governance.Ensure compliance with ITIL practices, security policies, and client governance standards.Conduct service review meetings with leadership to evaluate operational performance, risks, and improvement plans.Service Framework, Metrics & Reporting Design and operate a measurable service framework with clearly defined KPIs and operational metrics.Track and improve critical metrics such as SLA compliance, MTTR, incident volume trends, service availability, and problem backlog.Define and introduce new service metrics and dashboard aligned with project‑specific operational goals.Present operational insights to client stakeholders and leadership through structured service reviews.Risk Identification & Mitigation Identify technical, operational, and delivery risks impacting platform stability.Create mitigation strategies, including automation, monitoring enhancements, and operational safeguards.Implement preventive controls to reduce the likelihood of service disruption.Drive risk visibility and mitigation planning as part of governance and service review meetings.Continuous Improvement & Operational Excellence Identify opportunities for automation, alert optimisation, and self‑healing mechanisms.Drive reduction in manual operational effort through automation and process improvements.Promote a preventive engineering mindset within the support organisation.Improve operational maturity through better runbooks, SOPs, and knowledge management.Stakeholder & Client Engagement Act as the primary interface between support teams, engineering teams, and client stakeholders.Communicate operational risks, service trends, and improvement initiatives clearly and proactively.Build trusted relationships with technical and business stakeholders through transparency and delivery excellence.Qualifications and Required Skills: 12+ years of IT experience with strong exposure to managing production support environments. Proven experience managing 24×7 support engagements for cloud or microservices-based platforms. Strong understanding of ITSM frameworks, including ITIL processes. Experience defining operational metrics, including SLA, KPI, MTTR, availability, and incident trend analysis. Strong analytical and problem‑solving capability with experience in deep technical RCA. Ability to work closely with engineering and architecture teams to improve platform stability.Excellent stakeholder communication and governance management skills.ITIL certificationExposure to AIOps, observability platforms, or intelligent monitoring toolsExperience supporting platforms in regulated industries as Healthcare, Pharma, or BFSIFamiliarity with DevOps, SRE, or platform engineering operating modelsPreferred Skills:Strong ownership mindsetAnalytical and data‑driven decision makingAbility to operate calmly during high‑severity incidentsFocus on long‑term service reliability and operational maturityOur Commitment to Diversity & Inclusion:Did you know that Apexon has been Certified™ by Great Place To Work®, the global authority on workplace culture, in each of the four regions in which it operates: USA (for the seventh time in 2026), India (for the tenth consecutive time in 2026), the UK(for the fourth time in 2026) and Mexico (for the second time in 2026). Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to employees and applicants without regard to gender, race, colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. You can read about our Job Applicant Privacy policy here: Job Applicant Privacy Policy ()Our Commitment to the Environment:Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.Our Perks and Benefits:Our benefits and rewards program has been thoughtfully designed to recognise your skills and contributions, elevate your learning/upskilling experience and provide care and support for you and your loved ones. As an Apexon Associate, you get continuous skill-based development, opportunities for career advancement, and access to comprehensive health and well-being benefits and assistance.We also offer:Group Health Insurance covering a family of 4Term Insurance and Accident InsurancePaid Holidays & Earned LeavesPaid Parental LeaveLearning & Career DevelopmentEmployee Wellness