Tech Lead

Tech Mahindra; Jakarta Pusat; On-site; IDR 450,000,000 - 650,000,000; Full time

Job summary

Tech Mahindra is seeking a Delivery Manager to oversee day-to-day IT operations for multiple applications and infrastructure services. You will ensure service stability, governance adherence, and timely project coordination.

The role acts as a bridge among operations, project teams, customers, and vendors. Responsibilities include coordinating incident management, tracking SLAs, and driving continuous improvement across ITIL processes, release governance, and reporting.

Qualifications

• Bachelor’s or higher degree required.
• Experience with Incident/Problem/Change/Release/Service Request management.
• Familiarity with SDLC and Agile methodologies.
• Experience across application, infrastructure, network, DB and cloud environments.
• Knowledge of monitoring and observability tools.

Responsibilities

• Manage daily IT operations for application support and infrastructure services.
• Ensure SLA, KPI, and service quality targets are met.
• Coordinate incident, problem, change, and service requests.
• Drive Major Incident Management and stakeholder communication.
• Coordinate with vendors and internal teams to resolve issues.
• Prepare and publish service reports and dashboards.

Skills

Incident/Problem/Change/Release

SDLC & Agile

Application/Infra/Network/DB/Cloud

Monitoring/Observability tools

Education

Bachelor’s or Higher Degree

Tools

ServiceNow

Excel

PowerPoint

Visio

Job description

A Bachelor’s or Higher Degree is the minimum entry required for the position

The delivery manager is responsible for ensuring smooth day to day IT operations while providing governance and project coordination support for multiple applications & Service management initiatives. The role acts as the bridge between operations, project teams, customers, and vendors to ensure service stability, timely project execution, and adherence to governance processes.

Key Responsibilities

Operations Management

• Manage daily IT operations for application support and infrastructure services.
• Ensure SLA, KPI, and service quality targets are consistently achieved.
• Coordinate incident, problem, change, and service request management activities.
• Drive Major Incident Management (P1/P2) and ensure timely stakeholder communication.
• Monitor operational dashboards and identify service improvement opportunities.
• Track service availability, recurring issues, and operational risks.
• Ensure operational readiness for project releases and production deployments.
• Coordinate with multiple vendors and internal teams to resolve service issues.
• Conduct operational review meetings and publish service reports.

Project Support & Governance

• Support Project Managers in planning, tracking, and coordinating project activities.
• Maintain project plans, RAID logs, action trackers, and milestone reports.
• Coordinate project meetings, prepare MOMs, and follow up on action items.
• Track project deliverables, dependencies, and resource allocation.
• Monitor project schedules and elevate delays or risks proactively.
• Support release planning, deployment scheduling, and change governance.
• Ensure project documentation is complete and maintained.
• Coordinate UAT, Go Live, and Hypercare activities.
• Act as a single point of contact for operational and project coordination.
• Provide regular status updates to customer and internal management.
• Coordinate cross functional teams across application, infrastructure, network, database, and security.
• Support governance meetings, steering committees, and service reviews.

Reporting & Governance

• Prepare daily, weekly, and monthly operational reports.
• Track SLA/KPI compliance and service improvement initiatives.
• Publish project status reports, dashboards, and executive summaries.
• Maintain resource utilization and capacity reports.
• Ensure compliance with ITIL processes and organizational standards.
• Identify automation opportunities to improve operational efficiency.
• Drive root cause analysis and preventive actions for recurring incidents.
• Support process standardization and documentation improvements.
• Participate in audits and compliance activities.

Required Skills

Technical

• Good understanding of Incident, Problem, Change, Release, and Service Request Management
• Knowledge of SDLC and Agile methodologies
• Familiarity with Application Support, Infrastructure, Network, Database, and Cloud environments
• Experience with monitoring and observability tools

Tools

• ServiceNow
• Microsoft Excel (advanced), PowerPoint, and Visio