We are seeking a Service Delivery Manager with total 12+ years and 8+ years in Infrastructure Operations / Managed Services.
Role Summary
Act as a Technical SDM with strong NOC & Production Support expertise, ensuring overall infrastructure stability in a 24×7 environment.
Lead and anchor Major Incidents (P1/P2) with effective coordination and solid technical understanding.
Provide technical guidance (non-hands-on) to L2/L3 teams to drive faster troubleshooting and resolution.
Own NOC operations, monitoring effectiveness, and service delivery governance, while ensuring strong team performance and stakeholder communication.
Key Responsibilities
Technical Leadership & Oversight
Provide Technical Direction Across Infrastructure Towers
Windows / Linux Servers
Network
Load Balancers (F5 or similar)
Middleware (WebSphere, Tomcat, IIS, etc.)
Monitoring & Observability tools
Guide L2/L3 teams in troubleshooting and resolution approach.
Validate technical diagnosis and ensure correct direction during incidents.
Drive structured troubleshooting across multiple towers.
Major Incident Management
Anchor and lead Major Incidents (P1/P2) with strong technical coordination.
Ensure the right teams are engaged and escalation happens on time.
Drive faster resolution through structured incident handling.
Provide clear and timely communication to stakeholders.
Ensure proper incident closure, documentation, and RCA follow-up.
NOC Operations & Monitoring Governance
Own NOC operations during the assigned shift.
Oversee monitoring effectiveness across tools and platforms.
Drive alert quality improvement, correlation, and noise reduction.
Ensure proactive detection of incidents and avoid missed alerts.
Ensure adherence to SOPs, runbooks, and operational standards.
Production Stability & RCA Governance
Ensure quality Root Cause Analysis (RCA) with clear technical insights.
Identify recurring issues and drive permanent fixes.
Improve system reliab
📌 Service Delivery Manager (Hyderabad)
🏢 HTC Global Services
📍 Hyderabad
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