Job Title

Mandatory SkillsRole Overview: We are seeking an experienced Service Delivery Lead to oversee production support operations and incident management processes. The ideal candidate will ensure high service availability, drive operational excellence, and lead teams in resolving incidents efficiently while maintaining strong stakeholder communication. Key Responsibilities: Service Delivery Management Own end-to-end service delivery for production systems and applications Ensure adherence to SLAs, OLAs, and KPIs Monitor system.Roles & ResponsibilitiesRole Overview:We are seeking an experienced Service Delivery Lead to oversee production support operations and incident management processes. The ideal candidate will ensure high service availability, drive operational excellence, and lead teams in resolving incidents efficiently while maintaining strong stakeholder communication.Key Responsibilities:Service Delivery ManagementOwn end-to-end service delivery for production systems and applicationsEnsure adherence to SLAs, OLAs, and KPIsMonitor system performance, availability, and reliabilityDrive continuous service improvement initiativesIncident & Problem ManagementLead major incident management (P1/P2) and ensure timely resolutionAct as Incident Commander during critical outagesConduct root cause analysis (RCA) and ensure preventive measures are implementedEstablish and improve incident management processes and runbooksProduction Support OperationsManage L1/L2/L3 support teams and ensure 24/7 coverageOversee ticket queues, escalations, and backlog managementEnsure smooth release deployments with minimal production impactCollaborate with engineering teams for bug fixes and improvementsStakeholder ManagementAct as the primary point of contact for business and IT stakeholdersProvide regular service reports, dashboards, and insightsCommunicate incident updates and post-incident summariesProcess & ComplianceImplement ITIL best practices (Incident, Problem, Change, Release Management)Ensure audit compliance and documentation standardsDrive automation and tooling improvementsRequired Skills & Qualifications:Technical SkillsStrong understanding of production environments (cloud/on-prem)Experience with monitoring tools (e.g., Splunk, Dynatrace, AppDynamics)Knowledge of ticketing tools (e.g., ServiceNow, Jira)Familiarity with DevOps practices and CI/CD pipelinesFunctional SkillsExpertise in Incident & Problem Management frameworksStrong analytical and troubleshooting skillsExperience managing high-severity incidentsLeadership & Soft SkillsProven experience leading cross-functional teamsExcellent communication and stakeholder management skillsAbility to work under pressure and manage crisis situationsStrong decision-making and prioritization abilitiesPreferred Qualifications:ITIL Certification (v3/v4)Experience in Agile/Scrum environmentsBackground in cloud platforms (AWS, Azure, GCP)Exposure to automation and scripting