Job Description

Area(s) of responsibility

Production Support / Service Delivery Lead | 8-12 Years Experience

• Lead mission-critical Production Support engagements in a 24x7 support environment.
• Manage client relationships and ensure high customer satisfaction.
• Drive SLA adherence, service governance, and operational excellence.
• Handle incident, problem, and change management processes effectively.
• Conduct root cause analysis and implement preventive actions.
• Lead service improvement initiatives to enhance reliability and performance.
• Coordinate cross-functional teams, vendors, and stakeholders.
• Ensure teams are adequately trained and resourced.
• Implement best practices in application design, deployment, monitoring, and maintenance.
• Track industry trends and drive continuous improvement for optimal application availability and business continuity.

Skills with M/O flag are part of Specialization

Scrum - PL4 (Mandatory)

Help the tribe -PL4 (Behavioural)

Software Configuration - PL2 (Optional)

Think Holistically -PL4 (Behavioural)

Win the Customer -PL4 (Behavioural)

One Birlasoft -PL4 (Behavioural)

Results Matter -PL4 (Behavioural)

Stakeholder Relationship Management -PL3 (Functional)

Get Future Ready -PL4 (Behavioural)

Demand Management -PL3 (Functional)

Change Control -PL4 (Functional)

P&L Management -PL3 (Functional)

Account Management -PL2 (Functional)

Quality Assurance -PL3 (Functional)

Programme Management -PL2 (Functional)

Estimation & Scheduling -PL4 (Functional)

Enterprise And Business Architecture - PL3 (Mandatory)

Project Management -PL4 (Functional)

Change management - PL3 (Mandatory)

Team Management -PL3 (Functional)

Agile Safe - PL4 (Mandatory)

Proposal Building -PL2 (Functional)

Requirements Definition And Management -PL4 (Functional)