Job highlights

- Experience Level: Mid-Level (4+ years). Certifications Required: ITIL Foundation (minimum). . Role Overview: . . We are seeking a skilled and motivated Service Delivery Manager with at least 4 years of experience in IT service delivery and operations
- higher-level ITIL certifications are a plus

TEM_QA Test Environment Engineer Monitoring, Incident & Metrics Management Location: Chennai- Tamil Nadu

Job Type: Full time

Experience Level: Mid-Level (4+ years)

Certifications Required: ITIL Foundation (minimum)

Role Overview:

We are seeking a skilled and motivated Service Delivery Manager with at least 4 years of experience in IT service delivery and operations. The role involves managing Monitoring, Incident Management, and Metrics Dashboarding services for our client, ensuring high service quality, responsiveness, and continuous improvement.

Key Responsibilities:

1. Monitoring

- Design and implement monitoring solutions across infrastructure and applications.
- Ensure timely detection and escalation of performance issues and anomalies.
- Collaborate with technical teams to optimize monitoring configurations and alerting mechanisms.
- Maintain documentation and generate regular health and performance reports.

2. Incident Management

- Manage the incident lifecycle following ITIL best practices.
- Coordinate incident response and resolution across support and engineering teams.
- Conduct root cause analysis and drive corrective actions.
- Maintain incident logs and produce incident trend reports.




- Facilitate major incident reviews and ensure lessons learned are implemented.

Certification Requirement: ITIL Foundation Certification (mandatory); higher-level ITIL certifications are a plus. 3. Metrics Management & Dashboarding

- Define and monitor key performance indicators (KPIs) and service level objectives (SLOs).
- Build and maintain dashboards using tools like Power BI, Grafana, or Tableau.
- Automate reporting processes and ensure data accuracy.
- Present insights and recommendations to stakeholders for service improvement.

Additional Responsibilities:

- Act as a liaison between client and internal teams for service delivery matters.
- Drive service improvement initiatives and ensure alignment with client expectations.
- Handle escalations and ensure timely resolution of service-impacting issues.
- Support governance, compliance, and audit requirements.
- Mentor junior team members and promote best practices.
- Participate in capacity planning and risk management activities.

Qualifications:

- Bachelor s degree in Computer Science, Information Technology, or related field.
- 4+ years of experience in IT service delivery or operations.
- Strong understanding of ITIL processes and service management frameworks.
- Experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, Splunk).
- Proficiency in dashboarding platforms (e.g., Power BI, Grafana, Tableau).
- Excellent communication, analytical, and stakeholder management skills.

📌 Test Environment Engineer(TEM) (Chennai)
🏢 Han Digital Solution
📍 Chennai