Service Delivery Manager

HTC Global Services; Chennai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

HTC Global Services in Chennai is seeking a Technical Service Delivery Manager (SDM) for NOC & Production Support to ensure stability in a 24x7 environment. You will anchor major incidents and provide non-hands-on technical guidance to L2/L3 teams, driving faster troubleshooting and resolution.

You will own NOC operations, monitor governance, and maintain strong stakeholder communication. The ideal candidate has 6–10 years in infrastructure operations, with hands-on experience in leadership

Qualifications

• 6–10 years in Infrastructure Operations / Managed Services.
• Strong experience in NOC Operations, Production Support, and Major Incident Management.
• Must have prior hands‑on technical experience (now in leadership role).

Responsibilities

• Anchor and lead Major Incidents (P1/P2) with strong technical coordination.
• Own NOC operations during the assigned shift.
• Oversee monitoring effectiveness across tools and platforms.
• Drive alert quality improvement, correlation, and noise reduction.
• Ensure SLA adherence (incident response, resolution, escalation).
• Coordinate across infrastructure towers for seamless delivery.
• Track and report service metrics (SLA, incident trends, MTTR/MTTx).
• Mentor team on incident handling and monitoring practices.

Skills

NOC Operations

Production Support

Major Incident Mgmt

Leadership

Incident Coordination

Windows/Linux

Networking basics

Load Balancers

Middleware

ITSM Tools

Tools

ServiceNow

Monitoring Tools

F5 Load Balancer

Job description

Job Description:

Technical Service Delivery Manager (SDM) – NOC & Production Support

Location: Work from Office

Shift Model: 24×7 Rotational Shift

Role Summary

• Act as a Technical SDM with strong NOC & Production Support expertise, ensuring overall infrastructure stability in a 24×7 environment.
• Lead and anchor Major Incidents (P1/P2) with effective coordination and strong technical understanding.
• Provide technical guidance (non-hands-on) to L2/L3 teams to drive faster troubleshooting and resolution.
• Own NOC operations, monitoring effectiveness, and service delivery governance, while ensuring strong team performance and stakeholder communication.

Key Responsibilities

Technical Leadership & Oversight

• Provide technical direction across infrastructure towers:
• Windows / Linux Servers
• Network
• Load Balancers (F5 or similar)
• Middleware (WebSphere, Tomcat, IIS, etc.)
• Monitoring & Observability tools
• Guide L2/L3 teams in troubleshooting and resolution approach.
• Validate technical diagnosis and ensure correct direction during incidents.
• Drive structured troubleshooting across multiple towers.

Major Incident Management

• Anchor and lead Major Incidents (P1/P2) with strong technical coordination.
• Ensure the right teams are engaged and escalation happens on time.
• Drive faster resolution through structured incident handling.
• Provide clear and timely communication to stakeholders.
• Ensure proper incident closure, documentation, and RCA follow-up.

NOC Operations & Monitoring Governance

• Own NOC operations during the assigned shift.
• Oversee monitoring effectiveness across tools and platforms.
• Drive alert quality improvement, correlation, and noise reduction.
• Ensure proactive detection of incidents and avoid missed alerts.
• Ensure adherence to SOPs, runbooks, and operational standards.

Production Stability & RCA Governance

• Ensure quality Root Cause Analysis (RCA) with clear technical insights.
• Identify recurring issues and drive permanent fixes.
• Improve system reliability and reduce repeat incidents.

Service Delivery & Operations

• Ensure SLA adherence (incident response, resolution, escalation).
• Coordinate across infrastructure towers for seamless delivery.
• Track and report service metrics such as:
• SLA compliance
• Incident trends
• MTTR / MTTx
• Participate in operational governance meetings (Daily / Weekly / Monthly).

People & Team Management

• Lead and manage NOC team during the shift.
• Ensure proper shift coverage, handover quality, and accountability.
• Mentor team on incident handling and monitoring practices.
• Drive team discipline, ownership, and responsiveness.
• Identify skill gaps and support team development.

Experience

Required Skills & Experience

• 6–10 years in Infrastructure Operations / Managed Services.
• Strong experience in NOC Operations, Production Support, and Major Incident Management.
• Must have prior hands‑on technical experience (now in leadership role).

Technical Skills (Experience-Based)

• Good understanding of:
• Windows / Linux Servers
• Networking fundamentals
• Load Balancers (F5 preferred)
• Middleware platforms
• Monitoring / Observability tools
• ITSM tools (ServiceNow preferred)

Core Competencies

• Strong technical decision‑making capability
• Excellent communication and stakeholder management
• Strong escalation and coordination skills
• Ability to manage high‑pressure situations
• High ownership and accountability mindset

Work Requirements

• Work from Office (Mandatory)
• 24×7 rotational shift model
• Availability during major incidents and critical situations

Technical / Delivery Requirements

• Strong control over major incidents with faster resolution
• Improved monitoring effectiveness and reduced alert noise
• Stable NOC operations with strong governance
• High team performance and responsiveness
• Strong customer confidence and communication