Job Description

About the Role:

We are seeking an Technical Service Delivery Manager with 15 years of experience to act as a Technical SDM with strong NOC & Production Support expertise, ensuring overall infrastructure stability in a 24×7 setting. 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.

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 robust technical coordination.
• Ensure the right teams are engaged and escalation happens on time.
• Drive faster resolution through structured incident handling.
• Provide transparent 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 red

📌 Technical Service Delivery Manager Hyderabad (India)
🏢 HTC Global Services
📍 India