Program Manager

Birlasoft; Hyderabad; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Birlasoft is seeking a Production Support / Service Delivery Lead with 8-12 years of experience to manage 24x7 production support engagements. You will drive SLA adherence, governance, and incident/change management while leading cross-functional teams and ensuring customer satisfaction.

You will coordinate with vendors and stakeholders, implement best practices and drive continuous improvement for reliability and availability of critical applications.

Qualifications

• Experience leading 24x7 production support and service delivery.
• Strong incident, problem and change management exposure.
• Proven ability to manage stakeholders and drive governance.
• Ability to lead cross-functional teams and manage vendors.

Responsibilities

• Lead mission-critical Production Support engagements in a 24x7 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 preventive actions.
• Lead service improvement initiatives to enhance reliability.
• Coordinate cross-functional teams, vendors and stakeholders.
• Ensure teams are trained and resourced.

Skills

Scrum

Help the tribe

Software Configuration

Think Holistically

Win the Customer

One Birlasoft

Results Matter

Stakeholder Relationship Management

Get Future Ready

Demand Management

Change Control

P&L Management

Account Management

Quality Assurance

Programme Management

Estimation & Scheduling

Enterprise And Business Architecture

Project Management

Change management

Team Management

Agile Safe

Proposal Building

Requirements Definition And Management

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)