Role Service Delivery Manager
Location Hyderabad/Bangalore/Chennai
Work Mode Hybrid
Experience required - (15+ years)
Key Responsibilities
Delivery & Operations
- Own day-to-day delivery of L2/L2.5 support across multiple IM platforms.
- Ensure SLA adherence, 24x7 availability, and effective incident/problem management.
- Manage major incidents, escalations, communication bridges, and RCA governance.
- Oversee release readiness, environment health, batch stability, and change coordination.
Stakeholder Management
- Act as the single point of contact for Business, App Owners, and Technology Leads.
- Provide clear reporting, dashboards, and proactive communication on operational health.
- Drive alignment on priorities, risks, and improvement opportunities.
Team Leadership
- Lead and manage a support team of 50 engineers across L1.5/L2/L2.5.
- Define delivery metrics, KPIs, and governance routines.
- Mentor teams, drive capability-building, ensure knowledge management & SOP maturity.
Process & Continuous Improvement
- Strengthen ITIL practices across incident, problem, change, and knowledge management.
- Identify and implement automation in monitoring, batch, and diagnostic workflows.
- Reduce MTTR, increase stability, and minimize repeat incidents through structured improvements.
Technical Oversight
- Provide guidance on complex debugging across APIs, microservices, data pipelines, and batch processes.
- Ensure robust observability through logging, alerts, and monitoring frameworks.
- Partner with Dev/Infra teams for performance tuning and systemic fixes.
Required Skills & Experience
- 1015 years of IT experience with strong background in Production Support/AMS.
- 5+ years managing large teams in Investment Management or Capital Markets environments.
- Hands-on familiarity with Aladdin, CRD, Mosaic, or similar OMS/PMS/Data platforms.
- Strong understanding of APIs, microservices, SQL/PLSQL, scripting, batch tools (Autosys/Control-M).
- Proven expertise with ITIL processes and tools like ServiceNow/JIRA.
- Excellent communication, stakeholder management, and crisis-handling skills.
Nice to Have
- Knowledge of Snowflake/MS SQL, container platforms (Docker/K8s), and cloud environments.
- Understanding of financial instruments, trade lifecycle, and market data flows.
- Experience with BI/monitoring tools like Power BI, Splunk, Grafana, AppDynamics.
