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AMS Service Delivery Manager

AMS Service Delivery Manager

LTIMindtreeKolkata, West Bengal, India
14 days ago
Job description

Experience : 12-19 Years

Work Location : Kolkata(1st Preference) / Mumbai / Pune / Chennai / Hyderabad / Bangalore / Delhi / Noida / Coimbatore

Job Description :

The AMS Service Delivery Manager will have a deep understanding of SDLC, Distributed and Open Source technologies, Maintenance & Support project features coupled with strong leadership and project management capabilities. This role involves overseeing end-to-end service delivery, ensuring high-quality standards, and maintaining customer satisfaction.

Responsibilities :

  • Oversee the delivery of multiple projects, ensuring they are completed on time, within budget, and to the highest quality standards.
  • Develop and implement service delivery strategies to enhance efficiency and customer satisfaction.
  • Ensure compliance with service level agreements (SLAs) and manage service performance metrics.
  • Provide technical leadership and guidance to the development team, ensuring best practices in coding, architecture, and design
  • Collaborate with stakeholders to define project scope, objectives, and deliverables.
  • Monitor and report on service delivery performance, identifying areas for improvement.
  • Adhere to Agile ways of working and make sure of aligning the team in the same mindset.
  • Guiding and mentoring team on the SRE guidelines and Continuous improvements.
  • Encourage team on continuous learning (ensuring cross-skilling and upskilling) and AI intervention as a culture.
  • Ensure customer feedback is collected, analyzed, and acted upon to improve service quality

Mandatory Skills :

  • Should have Maintenance & Support project experience and good knowledge on SDLC phases on any one of the below Distributed / Open source technologies
  • o .Net Fullstack (+ React or Angular + PL-SQL) OR

    o Java Fullstack (+ React or Angular + PL-SQL) OR

    o Mainframe (COBOL, DB2, AS-400 etc.)

  • Should possess basic knowledge of DevOps (CICD, SAST / DAST, branching strategy, Artifactory and packages, YAML etc.)
  • End to end Incident Management
  • Review Shift and Roster plans
  • Should have good working experience in support & maintenance projects
  • Project management - project planning, timelines, resources, budgets, risks, mitigation plans, escalation management, Change Request creation, Transition Planning and Management etc.
  • Excellent Communication and convincing power.
  • Excellent team collaboration
  • Good to have skills :

  • Should possess SRE ideas like Observability, Resiliency, SLA-SLI-SLO, MTTx
  • Knowledge of Observability tools (Splunk / AppDynamics / Dynatrace / Prometheus / Grafana / ELK stack)
  • Basic Knowledge on Chaos Engineering, Self healing, auto scaling
  • Basic Knowledge on one of the clouds (Azure OR AWS OR GCP)
  • Building use cases for automation and AI / Agentic
  • Knowledge on any one scripting language (Python / Bash / Shell)
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    Service Delivery Manager • Kolkata, West Bengal, India

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