Role & responsibilities

About the engagement

SDM need to lead Cognizants integrated IT Service Delivery across ITOPS/AIOps, Monitoring Hub (NOC), Application Support Group (ASG), Database Operations (Oracle/MS SQL), etc. The mission is to ensure stable, reliable, and compliant services by governing core ITIL processes (Incident, Problem, Change, Knowledge, Event), driving major incidents, proactive monitoring, release governance, and audit readiness (e.g., RBI, PCIDSS)

Key responsibilities

- Own endtoend service governance for Incident, Problem, Change, Knowledge & Event Management; run CAB/ECAB and publish postimplementation reviews.
- Lead 247 operations across Monitoring Hub/NOC, ITOPS L1, DBA, and DevOps support; ensure seamless handovers, maker–checker controls, and daily health reporting (DHCR).
- Drive Major Incident Management (P1/P2): command bridges, stakeholder comms, and rapid restoration; ensure linked Problem records and RCA closures.
- Establish SMART monitoring practices and alert correlation; partner with app/infrastructure teams to reduce noise and improve eventtoincident conversion.
- Publish weekly/monthly SLA/KPI dashboards and governance packs (MBR/QBR, MOR/QMI), including trend analysis for IPC (Incidents/Problems/Changes/SRs).




- Maintain compliance with SBIC policies and regulatory audits (RBI, internal/IS audits, PCIDSS), ensuring documentation, SOPs, KEDB, and evidence are auditready.
- Drive Continuous Service Improvement: automation backlog for toptalkers, selfservice opportunities, and operational optimizations using Ansible, scripts

Qualifications

- 12–16+ years in IT service delivery/operations for BFSI or regulated environments; proven 247 multitower leadership (ITOPS/NOC, DB, DevOps, App Support).
- Robust ITIL (Foundation/Intermediate preferred); handson governance of MIM/CAB and steadystate operations with SLAs/KPIs.
- Stakeholder management with CXO/steering boards; excellent communication, escalation discipline, and vendor coordination.

Success metrics (KPI targets)

- Incident: MTTA/MTTR, SLA compliance, major incident closure quality.
- Problem: RCA closure TAT, recurring incident reduction, KEDB hygiene.
- Change: success rate, emergency change ratio, schedule adherence.
- Event/Monitoring: alert noise reduction, eventtoincident conversion, automation resolution rate.
- Compliance & reporting: audit observation closure time, Upload24 adherence, DHCR timeliness; governance packs on time

📌 Delivery Manager (Service Delivery Manager) (Gurugram)
🏢 Cognizant
📍 Gurugram