Tiger Analytics
Location
Chennai | India
Job description
Location - Chennai || Bangalore || Hyderabad
Notice Period - Immediate to 30 Days About the role: We at Tiger Analytics are currently searching for an experienced Service Delivery Manager to join our rank. The ideal candidate will be responsible for making sure that services are being seamlessly delivered to the clients and to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. As a natural-born leader, you will have a strong talent for project coordination and delegation. Ultimately, you are motivated by the desire to optimize productivity and nurture program success from inception to completion. On a typical workday, you could be doing one or more of the following: Key Responsibilities : Key Job Description of the Service Delivery Manager would be: • Responsible for end-to-end management of Production support for a portfolio of customers and act as a go-to person for solutioning, RFP/ solutioning • 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 Required Skills, Competencies & Experience: • 12+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for large customer or multiple mid-sized customers. • Experience in various SDM areas as below: • 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. • Robust Governance – Generating weekly, monthly reports and sharing it to all stakeholders at regular cadence. • Product Maintenance/Transition – Manage data pipeline refreshes, model refreshes, refresh calendars and minor enhancements. Set up guidelines and process for seamless product transition to support. • CSI/CIP – Work towards continuous improvement of process and services. • Performance and Quality Management -• 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. Ability to generate service delivery metrics (SLA, Ticket trends, etc). • Good understanding of DevOps tools/practices, monitoring tools and automation suite. • A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI based programs. • Excellent interpersonal skills and communication skills. Skilled in Value Articulation.Job tags
Salary
