Service Delivery Manager
- Appinventiv
- 5 - 7 years
- Noida, Gurugram
- 19 days ago
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Job Description
- Come up with initiatives to continuously improve service performance and reliability
- Track and optimize the cost of infrastructure and operations
- Publish up-to-date platform status and performance (uptime, latency, etc.) to stakeholders/clients
- Perform security incident analysis and make sure actions are taken to eliminate the loophole
- Collaborate with pre-sales and ensure end to end on-boarding of new customers
- Provide oversight for the service management processes that provide consistent interfaces between customers and service providers in the areas of the incident, request, problem, configuration, capacity, availability and change management are adopted and managed across the enterprise
- Serves as primary contact for all customer escalations and facilitates and participates in monthly activity and performance reviews with clients
- Provides guidance regarding industry "best practices" and/or known trends as they apply to help 24x7 support services and related deliverables
- Ensures proper solutions and knowledge management best practices are followed and integrate continual service improvement processes to continually refine and improve service performance
- Understands the ITSM framework and identifies gaps in processes while offering solutions to fill them
- Ensures proper maintenance and administration of ticketing platforms and all aspects including forms, workflows, categories, etc
- Processes and documents escalation paths and provide status updates to the client regarding escalated tickets
- Help manage the resolution of urgent incidents in accordance with defined SLA management processes to restore services as quickly as possible
- Produce and/or contribute to all System availability reports and dashboards in accordance with Service Level Agreements (SLA?s)
- Minimum experience of 3-4 years of experience in similar capacity
- Overall, 5 - 7 years of experience in applying and managing IT Service Management processes preferred
- Experience with Service Management tools and systems, knowledge base management, and reporting tools;
- Good interpersonal skills and relationship building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment;
- A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers
- Decent understanding of Cloud Infrastructure (AWS) & native services, Operating Systems (Linux & Windows), Web Technologies (Apache, Nginx etc.)
- AWS certification such as AWS Solutions Architect - Associate & other would be preferrable
- Experience in leading a team of at least 4-5 Cloud Operations Engineer
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: AppinventivLocation(s): Noida, Gurugram+ View Contact
Keyskills: Service management Change management Ticketing Service level Linux Support services Windows Apache SLA management Reporting tools
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Appinventiv
To know more about the company please visit www.appinventiv.com #Linkedin https://www.linkedin.com/company/appinventiv/ #FB https://www.facebook.com/Appinventiv/ Appinventiv is a digital product agency that designs & builds new age technology helping Fortune 500 companies & next generatio...
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