Job Description

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

Location:
Work from Office Shift Model: 24×7 Rotational Shift Role Summary
- Act as a Technical SDM with solid 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. Experience Required Skills & Experience
- 6–10 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
- Strong customer confidence and communication

📌 Service Delivery Manager (Chennai)
🏢 HTC Global Services
📍 Chennai