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 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.
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
Solid 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 solid governance
High team performance and responsiveness
Strong customer confidence and communication

📌 Technical Service Delivery Manager (Permanent) (Chennai)
🏢 Cibersites India
📍 Chennai