Roles & Responsibilities

Service Delivery & Operational Ownership

- Own end-to-end production support delivery across L2/L3 teams.
- Ensure SLA compliance for response, resolution, and communication.
- Drive incident management, backlog control, escalation governance, and operational stability.
- Serve as the primary accountable leader for service performance and customer outcomes.

Operating Model & Managed Services Transformation

- Design and implement scalable support operating models, including 247 coverage.
- Define support ownership, escalation paths, handoff processes, and governance frameworks.
- Lead the transition from reactive support to structured managed services.

Team Leadership & Capability Development

- Build, scale, and mentor high-performing support teams.
- Lead knowledge transfer from engineering to operations.
- Strengthen skill coverage, accountability, and operational readiness across onshore/offshore teams.
- Foster a culture of ownership, responsiveness, and continuous improvement.

Incident Management & Service Excellence

- Drive proactive monitoring, incident response, ticket hygiene, and backlog reduction.




- Implement SLA dashboards, aging controls, and service governance metrics.
- Improve operational predictability through disciplined execution and reporting.

Automation, AIOps & AI Enablement

- Identify and implement automation, AIOps, and Agentic AI opportunities.
- Drive alert reduction, incident auto-triage, runbook automation, and self-healing capabilities.
- Enable AI-assisted support operations, knowledge management, and workforce productivity.

Continuous Service Improvement (CSI)

- Establish RCA, KEDB, problem management, and defect trend analysis practices.
- Eliminate recurring issues and improve service reliability.
- Create feedback loops with engineering teams to improve release quality and operational readiness.

Client & Stakeholder Management

- Partner with senior client and executive stakeholders.
- Lead escalations, service reviews, governance meetings, and operational planning discussions.
- Translating operational challenges into measurable improvement initiatives.

📌 Technical Project Manager (Bengaluru)
🏢 Tavant
📍 Bengaluru