We are looking for change Technical Service Delivery Manager
experience -10-15 yrs
Location- Chennai/pune
- • Manage end-to-end IT service delivery for manufacturing applications and business-critical systems.
- • Ensure effective Incident, Problem, Change, and Service Request Management using ITIL best practices.
- • Manage and govern 200+ incidents monthly across multiple applications and support teams.
- • Drive service stability, SLA compliance, operational excellence, and customer satisfaction.
- • Lead P1/P2/P3/P4 incident resolution and major incident management.
- • Engage with factory stakeholders and business users to ensure uninterrupted operations.
- • Drive AI-based operational improvements and automation initiatives.
- • Govern ITSM processes and service performance reporting.
- 10-15 years of experience in IT Service Delivery, IT Operations, and Manufacturing IT Support
- Knowledge of ISA95 / MESA standards
- Strong knowledge of ITIL Incident, Problem, Change, Service Request, Knowledge, and Release Management processes
- Hands-on experience with Azure DevOps for incident tracking, work item management, backlog management, sprint planning, and reporting
- Good understanding of .NET Framework, .NET Core, ASP.NET MVC/Web API, Angular, JavaScript, HTML5, CSS, and enterprise web applications
- Strong knowledge of SQL Server, SQL, query writing, performance analysis, and troubleshooting
- Good analytical skills
- Exposure on OPC tools like Kepware etc.
- Experience supporting Azure and/or AWS cloud environments, cloud-based applications, monitoring, deployments, and infrastructure services
- Root Cause Analysis (RCA), Trend Analysis, Corrective & Preventive Actions (CAPA), Known Error Database (KEDB)
- Provide L2/L3 support for .NET, Angular, SQL Server, Azure, and AWS-hosted applications.
- Coordinate with development teams for defect resolution and production support.
- Analyze application logs, database issues, API failures, and infrastructure-related incidents.
- Support application deployments, release management, and production readiness activities.
- Ensure availability, reliability, security, and performance of enterprise applications.
- Drive cloud adoption, modernization, and platform optimization initiatives.
- Excellent verbal and written communication skills
- Strong team leadership and coordination skills
- Team Management
- Strong troubleshooting, RCA, and decision-making abilities
- Experience preparing executive dashboards and status reports
- Experience presenting operational reviews to management and leadership
