Technical Service Delivery Manager

Ciber; Hyderabad; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Ciber is seeking a Technical Service Delivery Manager with deep NOC production support and Major Incident Management experience. The role requires owning NOC operations, guiding L2/L3 teams, and anchoring major incidents in a 24x7 environment.

Strong communication with stakeholders and governance are essential. Lead cross-tower troubleshooting, ensure RCA follow-up, and drive improvements in monitoring and incident resolution.

Qualifications

• Minimum 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

• Provide technical leadership across infrastructure towers and guide L2/L3 teams.
• Anchor and lead Major Incidents (P1/P2) with coordination and timely escalation.
• Own NOC operations, monitoring governance, and ensure incident closure with RCA.
• Drive proactive monitoring, reduce alert noise, and ensure SOPs are followed.
• Lead service delivery, track SLA metrics, and participate in governance meetings.
• Manage NOC team shifts, handovers, and mentor on incident handling.

Skills

NOC Operations

Production Support

Major Incident Management

Leadership

Communication

Stakeholder Management

Tools

ServiceNow

Monitoring / Observability tools

Job description

About the Role:

We are seeking an Technical Service Delivery Manager with 15 years of experience to 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.

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.

Required Skills Experience

Experience

• Minimum 6 years to 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

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