Job Title : Technical Service Delivery Manager

Location : Hyderabad

EXP : 14+Years

Description

Technical Service Delivery Manager (SDM) – NOC & Production Support

Location: Work from Office (5 days weekly) in HTC Hyderabad (Begumpet)

Shift Model: 24×7 Rotational Shift

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 strong 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 reliability and reduce repeat incidents.

Service Delivery & Operations

Ensure SLA adherence (incident response, resolution, escalation).

Coordinate across infrastructure towers for seamless delivery.

Track and report service metrics such as:

SLA compliance

Incident trends

MTTR / MTTx

Participate in operational governance meetings (Daily / Weekly / Monthly).

People & Team Management

Lead and manage NOC team during the shift.

Ensure proper shift coverage, handover quality, and accountability.

Mentor team on incident handling and monitoring practices.

Drive team discipline, ownership, and responsiveness.

Identify skill gaps and support team development.

Required Skills & Experience

Experience

6+years in Infrastructure Operations / Managed Services.

Strong experience in NOC Operations, Production Support, and Major Incident Management.

Must have prior hands-on technical experience (now in leadership role).

Technical Skills (Experience-Based)

Good understanding of

Windows / Linux Servers

Networking fundamentals

Load Balancers (F5 preferred)

Middleware platforms

Monitoring / Observability tools

ITSM tools (ServiceNow preferred)

Core Competencies

Strong technical decision-making capability

Excellent communication and stakeholder management

Strong escalation and coordination skills

Ability to manage high-pressure situations

High ownership and accountability mindset

Work Requirements

Work from Office (Mandatory)

24×7 rotational shift model

Availability during major incidents and critical situations

Technical / Delivery requirements

Strong control over major incidents with faster resolution

Improved monitoring effectiveness and reduced alert noise

Stable NOC operations with strong governance

High team performance and responsiveness

Solid customer confidence and communication

📌 Technical Service Delivery Manager (Hyderabad)
🏢 NR Consulting
📍 Hyderabad