Service Delivery Manager

HTC Global Services, Inc.; Hyderabad; On-site; INR 1,600,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid Work

Work-Life Balance

Career Growth

Recognition

Upskilling

Emerging Technologies

Career Mobility

Job summary

HTC Global Services, Hyderabad, is seeking a Service Delivery Manager with 12+ years of overall experience and 8+ years in infrastructure operations. You will lead 24x7 NOC and major incidents, guiding L2/L3 teams and ensuring stable production environments.

You will own incident governance, drive faster resolution, oversee monitoring governance, and coordinate across towers to meet SLAs while mentoring the NOC team and optimizing service delivery.

Qualifications

• Strong experience in NOC Operations, Production Support, and Major Incident Management.
• Must have prior hands-on technical experience (now in leadership role).

Responsibilities

• Lead Major Incidents (P1/P2) with strong technical coordination.
• Own NOC operations, monitoring governance, and incident management.
• Oversee SLA adherence and incident metrics reporting.
• Mentor and guide L2/L3 teams for faster troubleshooting.

Skills

NOC Operations

Major Incident Mgmt

Production Support

ITSM Tools

Tools

ServiceNow

F5

Job description

Location: Hyderabad (TG) | Employment Type: Full Time - 40 hours per week | Job Level: T7 | Work Preference: Onsite at work location address | Job Code: 244709

Job Description:

About the Role:

We are seeking a Service Delivery Manager with total 12+ years and 8+years in Infrastructure Operations / Managed Services.

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:

• 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.
• 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.

Required Skills & Experience

• 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:

• Load Balancers (F5 preferred)
• 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

At HTC Global Services, our culture is an embodiment of who we are – a value-led organizationcommitted to success of our people and customers.

• Hybrid and Workplace flexibility
• Work-Life-Balance
• Well-defined career development plan
• Rewards & Recognition program
• L&D focuses on upskilling
• Hands-on experience on Emerging Technologies and Digital Transformation
• Career Mobility programs