Technical Service Delivery Manager

Zoho; Hyderabad; On-site; INR 1,800,000 - 2,500,000; Full time

Benefits offered by this job

CAB transportation

Shift allowances

Job summary

Zoho in Hyderabad is seeking an experienced Technical Service Delivery Manager to lead NOC and Production Support in a 24x7 environment. This onsite role demands 14+ years in IT/Infrastructure with 6+ years in a TSDM capacity, guiding L2/L3 teams and ensuring SLA adherence.

The position offers full-time employment in a 5-day workweek with 3 shifts and cab/shift allowances. Immediate joiners are preferred, based in Hyderabad.

Qualifications

• 14+ years of total IT/Infrastructure experience.
• 6+ years as a Technical Service Delivery Manager.
• Strong NOC Operations and Production Support experience.
• Hands-on technical infrastructure experience.
• Good understanding of Windows & Linux servers, Networking, F5 load balancers, Middleware, Monitoring & Observability, ServiceNow/ITSM.

Responsibilities

• Lead NOC and Production Support operations.
• Manage and coordinate P1/P2 Major Incidents.
• Provide technical guidance to L2/L3 infrastructure teams.
• Oversee monitoring, alert management and operational governance.
• Drive RCA and recurring issue resolution for service improvement.
• Ensure SLA adherence and track MTTR.
• Coordinate across Windows, Linux, Networking, Load Balancers and Middleware teams.
• Manage NOC teams, shift coverage and handovers.
• Communicate effectively with customers and stakeholders.

Skills

NOC Operations

Production Support

ServiceNow/ITSM

Windows

Linux

Networking

F5 Load Balancers

Middleware

Monitoring & Observability

Stakeholder Management

Tools

ServiceNow

Job description

Work Mode: Onsite – 5 Days Work from Office

Experience: 14+ Years

Budget: Up to ₹25 LPA (Based on experience)

Employment Type: Full-Time

Job Description

We are looking for an experienced Technical Service Delivery Manager with strong expertise in NOC and Production Support to lead technical service delivery in a 24×7 environment.

Key Responsibilities

• Lead NOC and Production Support operations.
  
• Manage and coordinate P1/P2 Major Incidents .
  
• Provide technical guidance to L2/L3 infrastructure teams.
  
• Oversee monitoring, alert management and operational governance.
  
• Drive RCA, recurring issue resolution and service improvement.
  
• Ensure SLA adherence and track operational metrics such as MTTR.
  
• Coordinate across infrastructure teams including Windows, Linux, Network, Load Balancers and Middleware.
  
• Manage NOC teams, shift coverage and operational handovers.
  
• Communicate effectively with customers and stakeholders.
  

Required Skills

• 14+ years of total IT/Infrastructure experience.
  
• 6+ years of recent experience as a Technical Service Delivery Manager .
  
• Strong NOC Operations and Production Support experience.
  
• Prior hands-on technical infrastructure experience.
  
• Good understanding of:
  • Windows / Linux Servers
    
  • Networking
    
  • F5 / Load Balancers
    
  • Middleware platforms
    
  • Monitoring & Observability
    
  • ServiceNow / ITSM
    
• Excellent communication and stakeholder management skills.
  

Work Schedule

• 5 days work from office with 2 days off per week.
  
• 3 rotational shifts:
  • 5:30 AM – 2:30 PM
    
  • 1:30 PM – 10:30 PM
    
  • 9:30 PM – 6:30 AM
    
• Cab transportation and applicable shift allowances will be provided.
  

Interview Process

• 2 Technical Interview Rounds
  
• Round 2: Face-to-Face at Chennai, Hyderabad, or Bengaluru
  
• Work location: Hyderabad only
  

Immediate joiners or candidates serving notice period are preferred.