Seeking an experienced Production Support / Service Delivery Lead with 8-12 years of expertise to manage mission-critical operations within a 24x7 support environment. This role is pivotal in ensuring high customer satisfaction and driving operational excellence.

Key responsibilities include leading service delivery engagements, managing client relationships, and ensuring adherence to service level agreements (SLAs). The ideal candidate will be adept at managing complex incident, problem, and change management processes, alongside conducting thorough root cause analyses and implementing preventative measures.

This position offers an opportunity to spearhead service improvement initiatives aimed at enhancing system reliability and performance. You will coordinate effectively with cross-functional teams, vendors, and stakeholders, ensuring adequate team training and resource allocation. A strong focus on implementing best practices in application design, deployment, monitoring, and maintenance is essential.

We are looking for a proactive leader to track industry trends and drive continuous improvement, ensuring optimal application availability and robust business continuity. The role requires a strategic mindset to maintain and elevate service delivery standards.

Lead mission-critical production support engagements in a 24x7 environment. Manage client relationships and ensure exceptional customer satisfaction. Drive SLA adherence, service governance, and operational excellence. Effectively manage incident, problem, and change management processes. Conduct root cause analysis and implement preventive actions. Lead service improvement initiatives for enhanced 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.

Proven experience of 8-12 years in Production Support / Service Delivery leadership. Demonstrated ability to lead mission-critical engagements in a 24x7 support setting. Strong client relationship management skills and a focus on customer satisfaction. Expertise in driving SLA adherence, service governance, and operational excellence. Proficiency in handling incident, problem, and change management processes. Skilled in conducting root cause analysis and implementing preventive actions. Experience in leading service improvement initiatives. Ability to coordinate cross-functional teams, vendors, and stakeholders effectively. Experience in ensuring teams are adequately trained and resourced. Knowledge of best practices in application design, deployment, monitoring, and maintenance. Familiarity with tracking industry trends and driving continuous improvement. Mandatory skills include Scrum, Enterprise And Business Architecture, Change management, and Agile Safe. Optional skills include Software Configuration, Account Management, and Programme Management. Behavioral skills such as Help the tribe, Think Holistically, Win the Customer, One Birlasoft, Results Matter, Get Future Ready are highly valued.