Service Delivery Manager

Capgemini; India; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Capgemini in India is seeking a hands-on Service Delivery Manager to run day-to-day production support for Big Data and data integration platforms. You will lead a support pod of L1/L2/L3 engineers, act as incident commander for critical outages, own SLA delivery, and drive the automation agenda that removes recurring manual work.

The role emphasizes incident/problem management, SLA governance, people leadership, and continuous improvement, with a focus on cross-team collaboration and

Qualifications

• Hands-on experience supporting Hadoop ecosystem components (HDFS, Hive, Spark, YARN, Sqoop, Oozie).
• Experience with IBM InfoSphere DataStage job design, scheduling, failure triage, and performance troubleshooting.
• Strong Splunk skills including queries, dashboards, and alerts for log monitoring.
• Strong SQL for data validation, reconciliation, and issue investigation.
• Scripting in Python, Java, or Shell for automation and tooling.
• ITIL-based Incident, Problem, and Change Management; familiarity with ServiceNow or JIRA.
• Linux/Unix fundamentals and job scheduling tools (Control-M, Autosys, Airflow).

Responsibilities

• Act as incident commander for outages and coordinate cross-team resolution.
• Own RCA documentation and track corrective actions to closure.
• Manage SLAs, track metrics, and publish KPI packs.
• Lead rotation rosters, mentoring, and performance reviews.
• Drive automation to replace high-frequency manual tasks.
• Collaborate with software, DevOps, and product teams on releases.
• Ensure operational readiness criteria before production deployments.
• Feed stability issues and backlog into development queue.

Skills

ITIL processes

Incident management

Problem management

Change management

SLA management

Leadership

Tools

Hadoop

IBM InfoSphere DataStage

Splunk

SQL

Python

Java

Shell scripting

Linux/Unix

Control-M

Autosys

Airflow

ServiceNow

JIRA

Job description

We are hiring a hands‑on Service Delivery Manager to run day‑to‑day production support for our Big Data and data integration platforms. You will lead a support pod of L1/L2/L3 engineers, act as incident commander for critical outages, own SLA delivery, and drive the automation agenda that removes recurring manual work.

Key Responsibilities

Incident & Problem Management

• Act as incident commander for P1/P2 production outages drive triage bridges, coordinate cross-team resolution, and manage business communication until service restoration.
• Own and deliver Root Cause Analysis (RCA) documentation within agreed SLAs; track corrective and preventive actions to closure.
• Run problem management for recurring issues; convert known errors into permanent fixes rather than repeated workarounds.

SLA & Metric Governance

• Track, report, and enforce response and resolution SLAs across the ticket queue; manage backlog, ageing, and breach risk proactively.
• Publish weekly and monthly KPI packs MTTR, MTTD, SLA compliance, ticket volume and trend, availability, automation savings to leadership.
• Own the operational review cadence with business and technology stakeholders.

People & Team Leadership

• Manage 16/7 or 24/7 rotational support rosters, shift handovers, on‑call schedules, and holiday coverage.
• Mentor and coach support engineers; build technical depth and runbook discipline across the team.
• Conduct performance reviews, goal setting, and development planning; participate actively in interviewing, hiring, and onboarding.

Automation & Continuous Improvement

• Identify high‑frequency, high‑effort manual tasks and replace them with automation scripts, self‑healing routines, and auto‑remediation.
• Improve monitoring and alerting frameworks to shift from reactive to predictive detection; reduce alert noise and false positives.
• Maintain and continually improve runbooks, knowledge base articles, and standard operating procedures.

Cross-Team Collaboration

• Partner with software engineering, DevOps, and product teams to review upcoming deployments and assess release readiness.
• Represent support in CAB and change approval forums; enforce operational readiness criteria before production releases.
• Feed stability pain points, defect trends, and supportability gaps back into the development backlog.

Must Have

• Hands‑on experience supporting Hadoop ecosystem components (HDFS, Hive, Spark, YARN, Sqoop, Oozie).
• Working experience with IBM InfoSphere DataStage — job design, scheduling, failure triage, and performance troubleshooting.
• Strong Splunk skills — building queries, dashboards, and alerts for log analysis and monitoring.
• Strong SQL for data validation, reconciliation, and issue investigation.
• Scripting/programming in Python, Java, or Shell for automation and tooling.
• ITIL-based Incident, Problem, and Change Management; ServiceNow or JIRA.
• Linux/Unix fundamentals and job scheduling tools (Control‑M, Autosys, Airflow).

Good to Have

• Cloud data platforms (AWS, Azure, GCP), Databricks, or Snowflake.
• CI/CD and DevOps tooling exposure (Jenkins, Git, Ansible).
• ITIL v4 Foundation certification.