Role Summary
We are looking for a senior SDM / BTO Head to lead business technology operations, production support governance, SLA adherence, incident management, release coordination, RCA governance, MIS reporting and stakeholder management for a Managed Services engagement. The role requires strong ownership of support operations across L1, L2, monitoring, incident, release and governance functions.
Key Responsibilities
- Own BTO / production support delivery for assigned Managed Services scope.
- Manage L1, L2, monitoring, incident and release support teams.
- Ensure SLA adherence, MTTR control and escalation management.
- Drive daily / weekly operational governance with internal and external stakeholders.
- Review P1 / P2 incidents, RCA quality and corrective actions.
- Track incidents, service requests, release issues, dependency delays and backlog.
- Ensure shift coverage and support readiness.
- Coordinate with application, platform, infra, security, network and business teams.
- Manage transition, stabilization and steady-state support readiness.
- Drive knowledge management, SOP maturity and process standardization.
- Prepare management reports, performance dashboards and service review inputs.
- Identify operational risks and proactively escalate with mitigation plans.
Mandatory Skills
- 8-10 years of IT service delivery / production support experience.
- Experience managing BTO / application support / production support teams.
- Strong incident, problem, change and release management understanding.
- SLA / MTTR / RCA governance experience.
- Stakeholder management in enterprise environments.
- Team management and shift governance experience.
- Strong reporting and governance discipline.
- Good communication and escalation management skills.
Good-to-Have Skills
- BFSI / banking / payments / enterprise Managed Services exposure.
- API gateway / API platform / microservices support exposure.
- Platform / Kubernetes / cloud support understanding.
- ITIL certification.
- JIRA / ServiceNow / ITSM tool experience.
- Monitoring / observability exposure such as Dynatrace, Prometheus, Grafana or similar.
