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 technologieso .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 ManagementReview Shift and Roster plansShould have good working experience in support & maintenance projectsProject 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 collaborationGood to have skills :
Should possess SRE ideas like Observability, Resiliency, SLA-SLI-SLO, MTTxKnowledge of Observability tools (Splunk / AppDynamics / Dynatrace / Prometheus / Grafana / ELK stack)Basic Knowledge on Chaos Engineering, Self healing, auto scalingBasic Knowledge on one of the clouds (Azure OR AWS OR GCP)Building use cases for automation and AI / AgenticKnowledge on any one scripting language (Python / Bash / Shell)