Area(s) of responsibility
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Production Support / Service Delivery Lead | 8-12 Years Experience
• Lead mission-critical Production Support engagements in a 24x7 support environment.
• Manage client relationships and ensure high customer satisfaction.
• Drive SLA adherence, service governance, and operational excellence.
• Handle incident, problem, and change management processes effectively.
• Conduct root cause analysis and implement preventive actions.
• Lead service improvement initiatives to enhance reliability and performance.
• Coordinate cross-functional teams, vendors, and stakeholders.
• Ensure teams are adequately trained and resourced.
• Implement best practices in application design, deployment, monitoring, and maintenance.
• Track industry trends and drive continuous improvement for optimal application availability and business continuity.
Skills with M/O flag are part of Specialization
Scrum - PL4 (Mandatory)Help the tribe -PL4 (Behavioural)Software Configuration - PL2 (Optional)Think Holistically -PL4 (Behavioural)Win the Customer -PL4 (Behavioural)One Birlasoft -PL4 (Behavioural)Results Matter -PL4 (Behavioural)Stakeholder Relationship Management -PL3 (Functional)Get Future Ready -PL4 (Behavioural)Demand Management -PL3 (Functional)Change Control -PL4 (Functional)P&L Management -PL3 (Functional)Account Management -PL2 (Functional)Quality Assurance -PL3 (Functional)Programme Management -PL2 (Functional)Estimation & Scheduling -PL4 (Functional)Enterprise And Business Architecture - PL3 (Mandatory)Project Management -PL4 (Functional)Change management - PL3 (Mandatory)Team Management -PL3 (Functional)Agile Safe - PL4 (Mandatory)Proposal Building -PL2 (Functional)Requirements Definition And Management -PL4 (Functional)
