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Service Delivery Manager (D1)

1.00 to 4.00 Years   Bangalore   17 Mar, 2020
Capgemini
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareSales / BD
EmploymentTypeFull-time

Job Description

Job Title: Service Delivery Manager

  • Primarily responsible for 24*7 L1, L2, L3 application support for Big Data, ETL, Reporting service delivery as per SOW scope.
  • Ensure ticket handling, resolution and response within SLA hours
  • Ensure Monitoring of jobs, Applications by support Agents, leads
  • Manage the meetings and communications proactively and Minutes of meetings are documented; escalation of 1st level with client
  • Track and Monitor work progress of the support Agents
  • Respective Team management across the shifts through shift leads
  • Manage the client expectations in first level.
  • Perform the ticket triaging in the form of daily scrum meeting.
  • Ensure that team is creating tickets on each activity as per SOW agreement.
  • Perform complex ticket resolution activities and guidance to the team.
  • Provide support to update Support handbooks
  • Support the quality and Process initiative
  • Support the continuous service improvement and automation activities.
  • Proactive identification and resolution of risks and issues
  • Ensure problem Management
  • Responsible for RCA
  • Responsible for managing KEDB
  • Work collaboratively with onshore Program Manager for the success of the project
  • Be available for the important meetings.
  • Support achieving high level of customer satisfaction
  • Update the weekly and Monthly status reports
  • Proactive communication and follow up on tasks
  • Manage Backlog index
  • Track and Report average actual effort per ticket on monthly basis
  • Manage training and certifications of team members.
  • Roster preparation, Vacation planning and approvals of respective resources
  • Be available for on-call support as and when required
  • Ensure availability of shift leads and support agents across all shifts, manage the rostering accordingly.
  • Support onboarding of Applications.
  • Manage and Support:-
    • Incident Detection & Logging
    • Incident Classification & Initial Support
    • Investigation & Diagnosis
    • Resolution & Recovery
    • Incident Closure & Review
    • Auditing of Incidents
,

Keyskills :
servicedelivery itil projectmanagement sla bigdata teammanagement vacationplanning applicationsupport serviceimprovement positionmanagement etl sow scrum closure onshore training planning reporting ncallsupport

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