Technical Service Delivery Manager

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