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Responsibilities:
Responsible for end-to-end management of Production support/Application Development Delivery for a portfolio of customers. Be the go-to person for solutioning, RFP and for managing production support for customers. Drive thought leadership for next gen support processes in an Agile, automation first environment, define best practices and knowledge management protocols. Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently. Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders. Provide up to date management reporting on regular basis to internal and external stakeholders.
Requirements:
16-20 years of IT experience with 8+ years of working in a playing role as Service Delivery Manager for large customer or multiple mid-sized customers. Service Management- Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management. A fair degree of technical understanding of Data Programs, Data and Analytics concepts. Performance and Quality Management: Define process around performance management on production environment, regular reporting on performance / quality with internal / external stakeholders. Good understanding of data strategy , data architecture ,data migration concepts. Should have experience of designing end to end data architecture and data management solutions for Insurance clients. Experience in next gen technology bigdata, cloud, spark, hive, azure, AWS etc is handy to have.But minimum should have exposure to pick the same . Delivery Manager has to be hands on as well strong delivery management experience in insurance engagements Life or PnC Minimum 16 years of experience on data and analytics engagements , with 4+ years in delivery management with experience in leading small to mid size teams of 15-20 . Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills. People Management- Managing team morale and building a high energy, high performance team. Plan and execute people rotation, training, and mentoring. Strong knowledge in SLA Management, Incident/response tools and Release management. Good understanding of Devops tools/practices, monitoring tools and automation suites. Excellent interpersonal skills and communication skills. Strong understanding of different organizational functions in an IT Services company
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