Technical Account Delivery Manager

Job Description Role : Delivery Manager – AMS

Location : Offshore / India

Who are we looking for?

We are looking for a strong Delivery Manager with 15+ years of relevant experience as technical manager with good experience in production support and implementing tools in AMS.

Technical Skills :

Having strong relevant 15+ years of relevant experience in managing Insurance projects and 5+ years of experience in Life projects / products.

Technical manager with good experience in production support of applications with multiple tech stacks and implementing tools in AMS.

Proficiency in managing Application support team, Cloud operations and database administration, Cloud DevOps, and managed services.

Good working knowledge in managing IT Operations teams (Batch, DB, ETL and MW teams)

Leading and mentoring team members to maximize performance and ensure they are motivated and engaged.

Run and manage systems and services across infrastructure, platforms, batch processing, transmissions and IT Service management.

• Monitor the health and availability of the IT ecosystem to SLA compliance;

Own, manage, and continually improve the operating environment through design thinking mindset, being security-oriented, increasing efficiencies through automation & continuous service Improvement.

Collaborate with application development teams and business to maintain stability and improve services for business processing

Hiring, training, and supervising staff to ensure they have the skills and knowledge needed to perform their roles effectively.

Providing feedback and support to team members to help them grow and develop their skills.

Communicating effectively with team members, other departments, and stakeholders to ensure alignment and coordination.

Collaborating with other departments to achieve strategic goals and resolve issues.

Acting as a point of contact for inquiries and concerns.

Good experience in customers handling, coordination and support for issue analysis and resolving

Working closely with multidisciplinary teams.

Monitoring project progress.

Tackling potential issues.

Continually optimizing for better efficiency.

Managing the project from start to finish, including planning, scheduling, risk management, resource allocation, and communication with stakeholders.

Tracking progress and adjusting as needed to keep projects on track.

Good Communication and interpersonal skills.

Understanding of Insurance business processes.

Key Responsibilities

Manage AMS work for all 85+ applications in a Business Unit

Should handle all work streams – production support, minor and major enhancements, Problem management and transformation initiatives

Should handle all P1, P2 tickets and orchestrate end to end and report back with all required artifacts to the customers. Follow up with all other stakeholders until root cause is identified and permanent fix for P1 and P2 tickets

Should own Service Level Management and adhere all SLA and KPIs drafted in the service order for all work streams.

Should coach / mentor all team members across work streams

Work in Agile teams for any development programs with testers architects and stakeholders

Core Skills and Experience

15+ years in software support and maintenance projects

Thorough knowledge of Service Now – Incident, Service Requests, Problem and Change management.

Experience handling all internal and external stakeholders

Preferred Skills Nice to Have

Familiarity with ITIL framework, Agile and Waterfall methodologies

Team and Delivery Skills

Collaborative team player with strong communication

Attention to details and provide clear and concise details to all stakeholders

Behavioral Skills :

Resolve technical issues of projects and explore alternate designs.

Participates as a team member and fosters teamwork by inter-group coordination within the modules of the project.

Effectively collaborates and communicates with the stakeholders and ensure client satisfaction

Self-Motivated with strong delivery focus.

Experience Required

15 years in Application Maintenance and development experience

Qualification :

Education qualification : Graduate B.Tech, BE, BCA, MCA, M. Tech or equivalent technical degree from a reputed college.